I’m not sure you’ve read the thread, the reply went to a completely different person who didn’t know anything about the query.
An auto responder with office hours would have made sense, that’s just not what they got.
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Again, there’s no requirement to continually supply Monzo with updated documents. The photo expired in 2018! They’ve left it very late to only now request a copy of an updated one that doesn’t exist 4 years later.
Updating it is something I havn’t gotten around to, mainly as I’ve spent the last 24 months losing 7 stone in weight since the pandemic began and I want the end result to be the photo on there.
But again, there’s no info from Monzo if the expired photo is the problem, if they will accept my passport, or any reason as to why they should want a newer copy now. Were they audited and found that they had lapse AML and KYC deficiencies in the past and are taking copies again to get their own compliance right?
Like I said, I can’t not “worry” that my accounts won’t be frozen as the documentation required to have them has clearly been called into question for an undisclosed reason. Had Monzo explained why then I would of course had no issue and provide my passport, but that’s not the case, and thus far they didn’t request a passport, I sent it to them proactively and have heard nothing, so right now the status is that they have asked for an updated driving licence I neither have or can supply to them in the near future as the DVLA is still working with huge backlogs, and my photo update would go right to the back of that pandemic queue.
I cant risk my personal banking being on the line, and I certainly can’t do that with my business banking or my customers won’t be getting any of their goods if all of their purchase amounts go straight into a frozen business account.
Monzo need to seriously work on their piss-poor communications skills as they are unfit for purpose, and clearly in breach of the banking code.
There’s also no requirement for Monzo to keep offering you an account. They can close your account with notice at any time for any reason.
So no, you don’t have to provide it but also that doesn’t mean they can’t close your account if you don’t
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Exactly, hence moving everything to Starling when Monzo is failing to meet the requirements of the banking code, calling into question the if I can actually bank with Monzo anymore.
For you, there is. They want that for whatever reason. Banks have to do this.
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Here’s the relevant section of the terms and conditions:
We can close your account by giving you at least two months’ notice. We may close your account or stop you using your card and app immediately if we believe you’ve:
- broken the terms of this agreement
- put us in a position where we might break the law
- broken the law or attempted to break the law
- given us false information at any time
- had a change in circumstances which means you’re no longer eligible for a current account (like moving abroad)
- given a third party control of your account, phone, card or PIN (unless you’ve formally agreed this with us or are legally permitted to do this)
- been abusive to anyone at Monzo or a member of our community.
From what you’ve told us, I can’t see any condition there that would result in Monzo freezing your account. Which is why, once again, I believe you’re worrying unnecessarily.
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Which requirements?
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Neither have I. But…
Some people have.
I’m not sure you understand what this code is that you keep repeating. They’re more likely to be in breach of something by NOT requesting an update.
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Among the banking code requirements
- dealing quickly and sympathetically when things go wrong
-operate secure and reliable banking
Thus far the only reliable message was the one asking for ID last week.
For reliable banking, see failure to explain how or why a new copy of documents is required, how it will be stored, for what purpose, how long I have to provide it, and the consequences of not meeting the deadline.
Monzo’s failures here are far short of the basic requirements of the banking code, to which Monzo is a member.
You’ll quickly find the ombudsman does not see a few days wait as ‘not dealing with things quickly’. Not even close.
You’ve left Monzo so that’s the ‘issue’ solved, there’s nothing more here to do.
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Indeed. Three working days would be quick for the ombudsman. They might even allow up to 14, if the issue isn’t particularly urgent. In this case, it doesn’t appear to have been more than even 24 hours yet.
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Oh certainly, as I appear to have raised a complaint with “the customer advocacy team” I’ll be using their full and final response in my complaint to the Ombudsman. By the way, it costs Monzo £750 for the Ombudsman to take on a complaint. You would think Monzo had some degree of interest in firstly ensuring that customers don’t need to raise a complaint in the first place, especially as the chat agents have zero information and have seemingly pushed me into that complaint’s process just to get a basic answer as to what’s happening beyond “Hi we noticed your driving licence picture expired and need you to upload a copy of your current one” Beyond that I’ve had absolutely zero information or interaction from monzo about it some three days later.
Stop defending the indefensible.
Went back and read their first post again (rather than just looking at the timestamp), and see they actually say “Saturday”.
Today is Monday, so, it’s two days later. And one of those days was Sunday (that is, not a working day). I’d normally note that Saturday also isn’t a working day apart from the fact Monzo apparently sent the message themselves on that day.
I don’t think the ombudsman will accept Monzo have been slow to reply under that timescale.
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Up to you I guess but just to repeat that because you haven’t suffered any material loss here the ombudsman won’t do anything.
I know about the cost of raising a complaint. I think playing on that to get something when you haven’t really suffered is pretty unfair. But you can’t be stopped. If that’s your definite course of action, I think I’ll just reiterate that I don’t think it’s the right thing to do for you or for Monzo and leave this thread here.
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Hey 
I understand how this situation might be causing you stress but I’d like to re-iterate some of the things that the community has mentioned above. Monzo is a really large company with many moving parts especially when it comes to something as sensitive as KYC or our requirements as a bank only the members of the team that is working on these projects have the full picture as to why we asked for this information.
The sad truth is these teams of people aren’t the entire size of our COps (Customer Operations) it’s a small specialised team that your message needs to get to before we will be able to give you a response that is more detailed than what you have received so far. What I would suggest is wait until you hear back from the team and they will be able to give more information as to why we requested this.
As a bank we are required to keep accurate and up-to date information about all of our customers, I can’t speak for other banks or your experience with them but at most brick and mortar banks you had to go for a meeting to pass KYC in the olden days. This meant that your ID was being compared against you in person and its then the attestation of the employee that says you are who you say you are not your ID card.
A small thing as I’m joining this thread a little late:
This is a fantastic reason to want to delay updating a form of ID you aren’t actively using and I wish you all the best with this.
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This is the third consecutive day that there has been no follow up to my immediate response to the chat opened by “Tommy” that my driving licence picture is expired.
No further response from Eric, no further response from Kasey, no further response from Zach (joined the chat and then intimidate left too) and the last was from Sade who said “Thank you for providing this information”
No response Saturday, no response Sunday, and now a whole working day with no response too. Let’s see if tomorrow, the 4th day, will get any meaningful response from Monzo as Starling continue to bring across all my direct debits.
But perfectly happy to send the request out on one of the days you claim don’t exist.
At this point you’re only picking holes to try and get something out of it.
Move to Starling and be done with it.
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Monzo works all 7 
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At this point I only appear to be chatting to people making excuses for this shoddy contact policy. If you don’t ’ like to read it, leave the thread.
As for the excuse stating it is an automated policy, then said policy has plenty of time before hand to give the required information, namely what it will be used for, how it will be stored, and the timescale I have with which to provide it. And of course not send it out with none of that information on a Saturday, in which people here are claiming monzo effectively is closed.