I’ve now had two transactions blocked in the last 3 months. Now sitting waiting for my video verification to be approved. The last one took an entire night to be approved. This one was a transaction through Wise, and I needed the payment to go through straight away…. typical.
I understand they need security, but having to wait potentially 12 hours for a transaction to be approved is very amateur and don’t ever remember having this issue with NatWest. There should be staff on hand 24 hours a day, 7 days a week to immediately approve, if they insist on this additional security.
I had to do it yesterday when getting my new phone (expected), but I’ve now had to do it again… just 1 day later, when I tried to pay off my credit card using open banking transfer and Monzo declined the payment, despite the fact I’ve been paying off the same credit card from Monzo for years
Unlike yesterday, it hasn’t been confirmed within a couple of mins, so I expect I’ll be waiting all night now.
The whole thing just seems a little trigger happy, along with the new undo timer, straight up blocking payments for even low amounts and then deleting the payee when fraud risk is suspected. Just gives off childish and unreliable vibes, like I’m not trusted with my own money when using Monzo
I’ve encouraged multiple friends to use Monzo on our travels together and recently trying to settle up, they blocked a payment from a friend to me for a pretty low amount, and then just deleted me as a payee. Support didn’t reach out after, just a “we’re blocking this good luck” kind of screen.
There’s always some kind of overzealous “We’re protecting you” drama with Monzo, but after the first experience you really know there are no humans to back it up in a timely manner and Monzo teaches the lesson to not keep your eggs in one basket
I haven’t experienced any transactions being blocked but I did have to wait about an hour before I was let back into the app after setting up a new iPhone. Understandable at this time of year, though.
I’ll definitely make sure we pass this feedback on!
I know this weekend is always a challenge, with the launch of the new iPhone but we’ve added lots of additional hours in to try and ensure this doesn’t happen. I’m really sorry if this did affect you though
I had the same problem in April. Bought new phone, did the verification video as expected. Logged in to the app several times over the next week no issues. 10 days after phone upgrade I transferred funds to my own account elsewhere, no issues. Then tried to pay my own credit card same as you, account locked, payment declined. Monzo blamed it on a “new device flag” which is nonsense as I’d already made a larger payment with the new phone.
Second time in a month they refused a legitimate payment and the last. I closed my accounts, never to return. First time they blamed an “expired security token” which sounds like an excuse as the app was fully up to date and account used several times a week. Anyone else had that issue?
Chase and Starling weren’t exactly quick, either.