One of the many people (my mother) who I have recommended Monzo has received really poor customer service today, and sadly reinforcing her believe that she still wants a bank to have a local branch she can walk into.
The monzo app has signed her out and I can not help her sign back in. After deleting the app and starting again based on some other users having the same issue I get to the confirm mobile phone step but it says mobile already in use. Stuck
She rang customer support today and after giving her e-mail address and further details they said she failed security and they can not help any further. Thinking it might be the e-mail address she got wrong (and my mother is is 75) she offered another potential e-mail but the person on the phone was now getting rather abrupt and saying no you have failed security checks you can use the support chat, expect she canât because she can not sign into the app.
The next issue is I am 99% sure that my mother did provide the correct e-mail as that was working in the app sign in, it was the phone section failing. Basically this is a monzo app issue and they will not help where does she go from here?
As an investor I am disappointed they would not resolve this issue and didnât seem to care or offer any way to resolve, no sorry old lady I will not help.
If itâs asking for a phone number, youâre going down the sign-up flow, not the login flow.
Because youâve already signed up using that phone number, the app thinks you are trying again to sign up and is informing you that the number is taken - because it is!
This will be an incorrect email address being entered, one that Monzo doesnât have on record.
Then again how come several people on this forum were able to identify the problem and solution within minutes whereas the phone support locked her out? None of the correct advice here needed any security checks, just a basic working knowledge of the app.
@pcmfi3her Sorry to hear that your mother has had issue trying to get into her account.
As some of the users have already highlighted, account security is paramount and we want to make sure that no one has access to the account besides the account holder.
If you get your mother to email help@monzo.com weâll be able to take a closer look into this issue or if your mother feels comfortable to get back in touch over the phone after re-checking the details she used to sign up we can hopefully resolve this issue.
Agreed, and I understand they have to be very careful here I do. Iâll dig around see if the has any other e-mail address that could have been used, its just we really donât think she has any more.
It could just be she accidentally pressed into the wrong flow.
I suggest she deletes the app, reopens it and makes sure to click on âlog inâ instead of âsign upâ. Then try the email, if itâs not recognised, then look for others.
How do you get your email address wrong? I have Hotmail and yahoo accounts, never had this issue.
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Anarchist
(Press âHelpâ search âContact usâ or email help@monzo.com or call 0800 802 1281)
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Several people manage to get their email address wrong. I have a fairly uncommon name (I can only find 2 famous people with the same name in history), and my email address is formatted surname.firstname@.
And yet Iâve had emails from schools about my son (Zac, heâs doing OK but got into a spot of bother during lockdown by not logging on), my stays at various expensive hotels in the Middle East, my membership of various golf clubs, invoices for very expensive wine, architectural plans for country cottages, and, memorably, an email from Action Fraud containing a letter in pdf format for someone in Lytham St Annes (thanks for letting us know, but thereâs nothing more we can do, I printed it off and posted it to him). These are all from at least 5 different people.
She can email help@monzo.com from her email address, including the phone number on her account, a selfie holding her ID and put something like âcannot loginâ as the subject of the email.
Our email team will then be able to update the email address on her account and get her logged back in.
My most memorable misdirected email was one from âmyâ attorney in the US, asking me if I still intended on suing âmyâ estranged wife for custody of âmyâ children.
Hope your mum and yourself gets this sorted. This just reminds me why Iâm glad Monzo doesnât have branches. In my experience, they are 100% worse for dealing with problems! Plus the hassle of finding a branch open, parking up and then waiting for one cashier serving a Q of 10. Yuk.
Thanks for all the replies, I love Monzo by the way just a bit disappointed they couldnât have been more helpful on the phone at least just confirming that she is using incorrect e-mail address rather than just saying you failed security, end of conversation and leaving her thinking well what do I do?. I do however understand the security concerns here and they can not be too careful.
To confirm, you guys were right it was down to using the wrong e-mail address and appears that she might have two Monzo accounts using two different e-mail addresses which is why we didnât get a error at the e-mail stage of login in and convinced us that her main e-mail address was the correct one. Not sure whatâs going on there.
Anyway back up and running and we didnât have to make a trip to a actual bank
Customer services did continue to respond to us via e-mail offering further help so well done and thank you.
I for sure clicked login and when entering a 3rd e-mail that she never uses I did get a message saying this e-mail is not registered or something to that effect. So it appears that she has two Monzo accounts and one is associated to her current phone and the other not. It was however down to using the wrong e-mail but as we were using her main e-mail address and we were not getting any errors it threw us off.
so I didnât have to go through any of that again. A massive positive aspect in favour of digital banking.
