Hi, I am a Monzo prepaid customer since in August this year. So far, the experience has been great, I’ve travelled abroad a few times and it worked smoothly without problem, until last week
When I signed up, I had to take photo of my ID and record myself as part of the verification. Hence, I have the “after identity verification” spending limits. Last week, my card suddenly stopped working without any error message on the app, but the card was declined from all merchants I used to make transactions with.
I just contacted Monzo using the chat support. Apparently my account was suspended because “we weren’t able to verify your information on signup”, and requested that I send photo ID, photo of myself holding the ID, and bank statement. I have sent those, but there has been no further response from the agent so far (2 hours ago).
It just doesn’t sound right that I had done ID verification and then got suspended 2 months after because of the verification problem that came out of the blue. Additionally, there is not even a single email or notification telling me that this is happening.