Hi
I’m disabled and have bills to pay like everyone else
I’ve already threatened with homelessness , had to stay somewhere else because all my electric gas is cut of , having to borrow money of family ect
I’m homebound disabled .
This is my only card .
Manager never calls back
He or she does not exist
Specialist team do not exist
I’ve been locked out my account for 4 months ?
Somebody what do I do please ?
Locked out how? Cannot access the app, or your account frozen?
Would we be able to have a little more context in this situation?
If your account has been frozen (by Monzo), then unfortunately the only thing you can do is comply with their requests and wait.
If you can’t access the app because you’ve lost your email, I’d recommend sending an email to help@monzo.com. They’ll be able to help you get back into your account. Make sure to have photographic identification ready to speed up the process.
But as me and ndrw are asking, could we please have a bit more context. Thanks
Sorry to hear about your situation from what you’re telling us.
https://www.shelter.org.uk/ May help you with your tenancy issues.
Speaking to your energy company may help you as they will all have a vulnerable customer team to review options.
Raising a formal complaint to monzo may also help: complaints@monzo.com
Be polite, to the point, write down key dates from the start til now about when your account was locked, contact you’ve, failures to call you back etc.
The communication from them would’ve explained what you need to do or to provide to resolve the situation. They will have also clarified if they were closing your account - not to be confused with being frozen.
4 months is a long time, for any banks standards, so there’s information you’ve not provided or intentionally missed off to create a bigger picture.
Poor show for not calling back but we don’t see the full picture here, only your side of the story.
The teams and managers do exist.
I’d hope on day 1 you opened an account elsewhere and had your income paid in to another bank account to help your situation a little.
Us here are just monzo customers like you.
I have been waiting 4 days for a call back just because I can’t verify email and phone number. I had to disconnect my phone line in an emergency because all my devices and router were hacked. There is no one available to change the email and phone number just so I can download the app to access my money. It’s the most ridiculous thing I’ve ever experienced in my life and it’s Christmas
Hi @JLM583
I’d follow the steps on this guide:
It’ll take up to 48 hours for Monzo to do, but after you’ll have access to the app again.
Hopefully this helps.
Indeed.
Did someone happen to phone you and tell you this?
This sounds like a scam. Next they mention safe account to move money too.
Maybe they’re some high profile government employee or journalist and are being targeted by a state actor. You never know!
How are you replying here if your router and all devices were hacked?