This isn’t to do with Starling this is to do with the fact that Monzo’s Customer Service and the response (or lack thereof) they give is utter shit.
No communication and that showed by that awful response to the story.
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It’s possible Monzo haven’t commented because they’re too busy dealing with those who have contacted them directly about it maybe?
It’s already been in some other threads over the last day like Monzo in the media so it probably caused a rise in contact rates prior to the show airing tonight
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Indeed. People saying Monzo should’ve sent someone on are assuming the BBC would’ve let them say their piece, but as with Newsnight, they could’ve been shouted over and misrepresented.
Also in the case of freezing accounts, they are legally limited in what they can say. So being pressured into saying something that shouldn’t be said would be awful.
I haven’t had the chance to watch yet - I’ll iPlayer it later - but did Watchdog say anything at all about why they’re singling Monzo out? They could’ve done this kind of report on the banking sector as a whole…
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You took the words from my next comment 
I totally agree with you here! So many are worried (understandably to an extent) but commenting in panic saying they’ll move their account elsewhere isn’t completely justified when it’s based on what’s happened to other people rather than themselves.
I go off the product and service I’ve received, and for me, I have got hardly any issues with Monzo on the whole
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People like you and I who have an interest in Monzo enough to be participating on the forum may have this mentality, but a consumer show like this is aimed at a general audience.
Your average consumer will stay away from a company at the first sign of trouble, and with many alternatives out there, it’s not hard to see why people may switch after this report.
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People will believe whatever the TV box tells them and LOVE a knee-jerk reaction
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CEO should have turned up to the show, with hard statistics on account closures / fraud detection, in comparison other banks.
It might be that others are better/worse, but what’s most important is the transparency.
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PRAY 4 MONZO! I hope they release a statement tomorrow that is convincing enough not to scare off new customers because up to now Monzo has been the best thing I have discovered in terms of a bank and managing my finance.
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I still remember that time Monzo caught Ticketmaster-related fraud before even Ticketmaster did 
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I personally think they will, but given the topic and like @HoldenCarver said:
I reckon Monzo will want to play this one very carefully, especially because they know how vocal we all can be
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The response to the show and the post on social has been disappointing. I buy in to a better bank but it’s not good enough for vulnerable people.
Maybe the vulnerable people are contacting Monzo directly and they’re putting their efforts in there first before releasing an official statement to the rest of us?
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I agree that Monzo’s reaction isn’t good - but, at least part that reaction is part of the ‘PR machine’.
Watchdog contact Monzo PR
Monzo PR internally scramble and start their initial response (carefully fine tuned)
Watchdog escalate their investigation
Monzo PR calls, call gets heated.
Monzo PR stop playing along.
Watchdog explain their reaction as an overreaction. (and while in part that’s true, it’s also part ‘of the game’).
Again, not saying they are right in how they reacted, but Watchdog are also after dramatic TV as well as investigating.
The whole act of the PR bit is determining when it’s more damaging to respond vs going on TV and embracing. Clearly they calculated that wrong on this one.
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Come on, for goodness sake 
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That was such bad press on watchdog 
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This sounds like a 100% accurate thing that Monzo actually said 
Lots of the trending tweets are about completely separate issues. Also a lot of people just saying “Seen this report and it worries me even though I’ve had no issues” (fair enough, but it is different to actual reports of issues).
Seriously, surely there must be some stats that can shed some objective light on this (potential) issue? Surely the agency that the suspicions are reported to should have numbers for how many reports they get from each bank, that would clearly show if Monzo is more likely to report than others, and by how much. And also should show potential false positive stats, surely?
I said surely a lot there.
Regarding the food banks. To be honest, if my account is frozen and can’t be unfrozen, I’d rather have advice about that than nothing.
The one thing that really annoys me is when people complain about getting a copy and pasted response, as if they want customer support to dig out a thesaurus to personalise all their responses… If the response needed is the same, of course they’re going to give the same response! It does not mean they aren’t listening or don’t care.
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Reminds me of people complaining about TV shows they didn’t even watch, or complain about something because “I’m not offended, but someone else might be”
In the bin
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I do think there would be value in having their account freezing practices audited though, if only to determine if there is a greater than normal amount of account freezing with monzo, and if that’s down to more sensitive ‘alarms’, or better detection, or what else.
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This assumes Watchdog would’ve let him present these statistics. Which they probably wouldn’t; they would hammer the ‘look at the poor people we’ve featured’ angle instead.
It’s absolutely a view Monzo should get out, but they need to find a different playing field that would be less controversial and allow them to present their argument. An appearance on Channel 4 news could be one venue, for example.
Or they announce that they’ve headhunted an experienced fincrime expert from [insert legacy bank here] to help them improve their processes and reduce the number of false positives.
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