Oh, no, not certain teams as far as I know.
I’m not even sure what’s happened tbh, mostly noted above just looks like KYC.
Beyond my knowledge.
I think at this point, the only response you should be paying attention to is @Moddingfriendly’s reply (just above your last reply to one of my posts).
That response is from an actual Monzo employee, and explains better than any of the rest of us could why there is a delay in responding to your queries.
Any further response from me on the various issues would be restating something I’ve already said, so I’ll simply be knocking that on the head now instead. The one last thing I will say is that @Moddingfriendly quoted something I’d overlooked when replying earlier, so I’d like to take the opportunity now to congratulate you on your weight loss journey and wish you every continued success with it.
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At the very least the team sending the message.
I used to work in a bank back in the day, and when we sent out emails to customers it was standard practice to send them out on a banking day so the contact team could answer any questions, and we would of course fully explain why we need it, what the regulation and law requires of us to verify it, and give the customer plenty of time to do so with clear timescales, and the regulatory consequences if we can’t get it by a certain date.
In no reality would we send out a vague two line message in an automated fashion on a day the team dealing with it are at home asking for something as heavily regulated as identity documents.
I’m surprised the person (if it was actually a real person and not a bot) didn’t fill the message with emogys. And it was sent as a notification, of all things. They should instead be putting a written request on letter headed paper in a PDF for me to download and read with something as heavily regulated as collection of personal data and storing of identity documents.
And as I said at the beginning, no one has even verified for me yet that it was a genuine request and not some kind of man in the middle attack. “Hi, I’m from your bank, click here to upload your ID thanks” Hi, is that the bank? What’s this about my ID? You’ll get back to me? okay… 3 days on…
The documents expired 3 years ago. Now what, will you accept my passport instead? NO RESPONSE
day 2 NO RESPONSE
day 3 NO RESPONSE.
Sends passport anyway
NO RESPONSE OTHER THAN THANK YOU
Begins to move critical banking functions over to alt personal and business accounts to avoid interruption of company and personal banking.
Did you even read this post?
Driving License?
Perhaps the specialist team only work Mon-Fri?
I don’t see what the huge issue is - Has your account been blocked while you are awaiting a reply?
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I didn’t give my passport to the person who asked for it, I have never seen or heard from that chat person since. I uploaded it to a genuine employee as far as I know, still no response, what ’ been done with it, what the data retention policy is and what will be done with it after it’s served it’s current purpose.
How long we keep your information
We keep most of your data as long as you’re using Monzo, and for 6 years after that to comply with the law and if we face a legal challenge. In some circumstances, like cases of anti-money laundering or fraud, we may keep data longer if we need to (that’s in our legitimate interest) and/or the law says we have to.
To work out how long we keep different categories of data, we consider why we hold it, how sensitive it is, how long the law says we need to keep it for, and what the risks are.
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I’ve had no meaningful response whatsoever since they made the request for ID that no longer exists, why they want it again, if they will accept other ID, and the consequences of my account if it’s not done by the timescales they haven’t given me. Do they plan to just sit there and wait 10 weeks for an updated DVLA document or will the passport serve as ID? Do they specifically want a driving licence as it would also have my address on it?
No information whatsoever, and so with that looming over my accounts and my daily business, I have no choice but to move everything elsewhere to ensure business continuity until Monzo actually start communication like professionals, not a telegram chat.
The notification pinged up on my phone screen , as I recall it had the name of the person and asked for an updated driving licence as it had expired. I clicked it, it went straight into the Monzo chat. I wrote in that it is only the photo that had expired, do they went me to get an updated one, and how long do I have to do it. This opened a chat with a monzo rep who said they would pass the message on as they don’t have any information on a request, and that’s been a similar response from the various other chat agents in the following two consecutive days
I think that many of us (myself included) are new to 21st century banking practices and trust is important factor in building good relationships, but also having a clear understanding of how and why a predominantly contactless, internet bank would require good compliance with various FCA and other regulations is a no brainer.
An example, in 2017 I applied for an overdraft with a brick and mortar bank - my passport had expired so I was asked to provide new forms of photographic ID ( they required 2 form of official ID as part of the process) that confirmed who I am: it wasn’t a big deal. Barclays extends a cloud service to its customers. to provide secure paperless access to important documents such as bank statements and secure copies of customers official identification documents. When opening my monzo account, I had to follow the same process, although it may feel inconvenient it’s good practice.
You shouldn’t expect to wait 10 weeks for a replacement drivers licence. The post office now offer an expedited fast stream service where you can provide an updated photo in branch, it’s quite handy! I renewed my license and received the replacement within 10 days. If you are set up with Government gateway you can complete the process online on DVLA pages.
I hope you are able to resolve the difficulties you’re experiencing amicably.
Best wishes
I haven’t applied for any new products or services.
I use Monzo premium and business banking. No transactions had taken place that day, I made no applications for new products or services (loans, savings, overdraft etc).
Completely out of the blue request on a Saturday, complete inability to get any communication about it since, and it is important that I do as I do not have the exact document they requested and will take 8 weeks to get it. I have alt documents in my passport, but have no communication from them as to that being adequate, or indeed communication of any kind.
I’m not concerned with your feelings on the issue, you don’t have an entire company and staff depending on Monzo’s online chats.
If they had said “your ID has expired so we request that you provide us with a copy of government issued ID from list A, and confirmation of your address from list B. You can click on this message and upload the document to us, or you can email it too blablabla with your account number and full name from the email address registered with us. We require this information no later than the 21st of Blank in order to comply with regulatory requirements and our agreement to offer you services. You can click the link in this message to securely upload your documents. If you have any questions please feel free to open a chat request with our staff who will be happy to advise you on options. Thanks for supporting Monzo. Have a nice day!”
Instead
“Hi, your driving licence has expired and we need the new one please. Thanks”.
Then absolutely no one whatsoever in monzo contactable about this request to explain that I don’t have one, will any other docs do, why, how long I have, how to securely send it, etc.
This thread seems to be going in circles,
1, There could be a host of reason they now require ID, all these are speculative, new internal policies for business accounts requiring in date ID, new internal policies which came into effect on Friday requiring all customers to have in date ID and you’re one of the 1st to be contacted, something in your spending patterns flagged as account potentially not being used by the owner 
2, of course a passport is okay, it also says it on their help pages.
3, customer service is slow and incompetent maybe, doesn’t mean they are out to get you and shut your account down, routine update your ID, I had this from revolut and I ignored as I don’t use it, so they just froze until I sent new ID.
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Their incompetence is entirely at issue here, and the reason this thread exists. At such a time that they stop being incompetent and can respond to basic questions surrounding this request I’ll update it as needs be.
You can renew online and pay just the DVLA fees if you have a valid passport. I got mine in 8 days.
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Just as a reminder, these are real people you are talking about. The experience you have had isn’t the best from what you’ve explained here. However, the people you are talking about are real people that have to learn a lot of information to help most of our customers. It would be impossible for every person you talk to at Monzo to know everything that is going on at any one time.
You can definitely complain that the experience hasn’t been great and our Customer Advocacy Team will take this on board and pass this onto the people that can fix this in the future. But can we please keep the community a place where everyone (including Monzo staff) can feel safe 
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If you have the paper counterpart. Mine is lost somewhere in 2008 when I moved half way across the country and never saw it again.
You would expect that someone be contactable, instead of asking for documents, never being heard of again, no notes on the account, no one at monzo who IS contactable having any idea what’s going on, and is of course all the more worrying when scans of documents are changing hands in a chat without the recipient knowing where in the company it’s going.
For all I know your app could have been compromised and bad actors attempting to get copies of ID, as in all measurable ways no one at Monzo seems to be remotely aware of this request, or what to do with it.
The good news is that it’s no longer required, DVLA moved to an online system via government gateway 2015 - the information is also included on your photo card license - makes things much simpler.
*update - in all the years I’ve had a biometric passport I’ve only ever used it at airport checkpoints, I use my passport number for ID verification.
Think I’ll take this opportunity to respectfully leave the conversation. I hope all that’s well ends well
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