Oh well, Starling here I come!
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I’m presuming Monzo only found out this yesterday afternoon not long enough to get a proper response together. The piece was a hatchet job any staff member on the show would have been slaughtered.
I would expect the real response to follow.
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Why do you make babies starve?
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Why don’t you care about this person’s children?
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Just seen this link on my Facebook feed from 2hrs ago… seems like they were pre-empting the reaction and playing it cool so not to cause more upset during what’s become a heated debate
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Some people have been saying this for ages but the “accepted” response on the forums seems to be to railroad over them and call their character into question. I had a huge amount of negativity thrown at me and the tlwhike discussion shut down when I dared question it Monzo are getting the balance right on issues such as this.
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I’m sorry to say Monzo didn’t handle this properly, telling people to go to bank food or shelters is unacceptable. I also wished they would give a better answer on the show or at least a comment from @anon91821566 to avoid some of the backlash on Twitter.
On the other side Watchdog was shown how uninformed they are when they read Rebecca’s tweet, an account created today just to complain with 0 followers. Following the 1 star reviews on Trustpilot and “froze account” on Twitter for a while I also know how many people turned to be scammer thinking that money laundering with a “new” bank would be easier.
How do you solve this? A transparent explanation and promise to improve the process.
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Had they actually said that
It sounds like it’s been going on for a while with a less mature set of compliance policies than other banks.
Context is everything.
As far as I’m aware yes, I saw few screenshots on twitter and some replies from Monzo advising that.
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Indeed
I think it is a fine line. What are they supposed to say instead? “Soz”? They legally can’t just release the money without investigation and are doing the best to offer any support that they legally can. The issue is with the accounts being wrongly frozen in the first place as unfortunately once the ball is rolling it seems it can’t be stopped.
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I suffer from a mental health issue and if this happened to me then that would cause my anxiety to go in over drive … given the sake of my mental health and overall well being - I will be moving my account elsewhere after tonight’s watchdog, to someone else. I’ve had no problems with Monzo since joining but it’s not worth having a breakdown over, health comes first.
It’s a bad PR move by Monzo by not appearing on watchdog and shows potential contempt for your customers …
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I agree with you but again, if the NCA takes 7 days to investigate why did Monzo took weeks to restore the accounts?
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I keep seeing this being misrepresented.
When this has been said, it has been their vulnerable customer team offering advice and support.
Yet everyone acts like it’s said by some hoity-toity “Don’t care, go to a food bank” muppet. 
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Indeed lady here says “food bank”, but they’re basically offering up CAB:
If it bleeds, it leads
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I respect you for this… overall health comes first, you’re right, it’s just unfortunate that all of this has come about and caused unnecessary panic for people like you
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I agree. That definitely needs to be addressed. They have mentioned having to contact other banks etc so I’m sure if that adds on to the time? I guess it is hard for them to justify without giving away all of the inner workings/checks they have to do that shouldn’t all be in the public domain (to prevent people trying to get around them).
I could imagine that some genuine account were frozen, if that happened to you when you didn’t do nothing wrong and left you out of pocket you probably wouldn’t take it nicely an advice to go to a food shelter.
I never had a problem with Monzo but the process seems to me broken.
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