So yesterday I used my Santander current account to send some money to Monzo.
I sent the money, and got a confirmation message to say it had been sent, went to bed and then on my break at work this morning, I opened Monzo, and the money wasn’t in my account.
I opened my Santander app and it said I had been blocked (or something along those lines) and I now needed to call them and confirm some details.
I immediately called, and then spent the next hour answering all sorts of questions and being transferred from a customer service agent, to fraud team, to security team and then another fraud agent because I couldn’t remember how much I spent at a specific shop to the penny. Of course I couldn’t get into the app to look, so they kept giving me the runaround (rightly so).
When I got the info they needed and answered a lot of questions, I asked why they had blocked the transfer thinking it may be the sum I had sent, the agent said “it would be the fact that we have no idea what Monzo is”.
Has anyone else had anything like this happen?
I have loved Monzo from the start, but now I’ve begun using it a lot more, all I keep seeming to come up against is problems.
Fraud detection is just one of these things, it’s there to protect us from the volume of fraud that the industry sees these days. I doubt it tripped because it was Monzo and more an unusual transaction on your account. Do you often do transfers? Unusually high amount anything like that? I’m surprised Santander still make you phone up. Most banks now just send an sms asking if you attempted payment or have an automated system phone you
I had this issue with Barclays. Added Monzo as a payee, tried to transfer a large amount. Said it worked. Then about 6 hours later the app was blocked and I had to call them and got told it was flagged for fraud. Spent 40 minutes answering a million questions about recent transactions then I had to try again for it to work.
I also use Santander but I haven’t ever had any issues with transfers, except when the payments intermediary had a problem a couple of months ago. Santander weren’t very helpful (Monzo were) but they knew who Monzo were
I would honestly fail the questions for specific transaction amounts. I guess I could check my email for online ones. I don’t get why they would ask you that anyway, you’ve obviously accessed the account - any decent hacker/fraudster would make a note of them.