They never responded with the outcome
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Same thing is now happening to my brother. Monzo is his only account. He sent off a high value cheque to Monzo, recorded delivery. Was delivered and apparently signed for last Thursday. Had no indication from the Monzo app they received it, so got in touch yesterday. Monzo can’t find it, and initially tried claiming they never received it. There is a £50 charge to re-issue the cheque.
Waiting for Monzo to investigate but posting here to ask what the outcome was for you?
Out of interest if he has to get it re-issued, and I give him one of my spare AirTags to send with the check, will Monzo be like Apple and send it back, or Like Elon Musk and throw it in the trash? 
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I’ve said it before, but if it’s recorded delivery then Monzo must honour the cheque.
I don’t care if it’s £10 or £10,000 - it’s in their custody. The fact they haven’t been able to process it is irrelevant. If I give a cashier money and they lose it behind the counter it’s their fault not mine. Exactly the same logic applies here.
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It’s been less than a week. Is it lost or just not processed yet?
We’ve sent cheques off before. Normally you get a notification in app about a day after they receive it to say they’ve received it and are now processing it. He’s not received that notification for this one, so not entirely sure. Monzo don’t seem to know either, but are “investigating”
From what I gather from their initial response, it’s not showing that they’ve received the cheque in their system.
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I wasn’t trusting Monzo again. I got the cheque reissued for free, opened an account with Halifax, deposited the cheque in person and then transferred it to my Monzo account. Had to speak to the fraud team at Halifax as I’d just opened the account. That took about 2 hours but at least I could be sure it would work. Any future cheques I can just use the Halifax account. My advice would be to do the same in future. Sorry I can’t be of more help!
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Agreed. We’re keeping our Smile joint account for two reasons - j/a overdraft and cheque pay-in.
Did Monzo ever investigate? Did they just refuse to honour it?
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Appreciate you coming back here! Thank you!
I did actually suggest opening an account with the local RBS here, but he was having none of that! Too much hassle, he said.
If Monzo can’t find it and he has to get reissued, hopefully he’ll reconsider!
Bit of a shame though, because until now he’s loved Monzo and never had a negative experience with them, but this one is leaving a sour taste, and now he doesn’t think he can trust them. Makes me feel a little guilty, as I was the one who recommended Monzo to him in the first place! Hopefully they can find it though, or resolve it to his satisfaction in some other way.
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I bet there’s a drawer in “reception” where security put all these cheques they sign for, for safe keeping and at some point they’re going to find hundreds of them.
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@AlanDoe - could we get an official word here?
It feels very wrong that folk who have handed over cheques to their bank - with proof of delivery - are not having them honoured.
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Cheques are one thing Monzo does need to improve on. They seem to be treated as an afterthought despite the fact that they are still used quite a lot.
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They kind of are an afterthought really - they either need to bring in Cheque Imaging, like every other bank seems to support or sort out the cheque situation!
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Exactly why I got a Starling account, scan and forget. Comes in super handy for when it’s cheque day, birthday’s, Christmas etc.
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Starling wouldn’t help here! It’s a very high value cheque. He really needed a branch for this. I certainly wouldn’t have been comfortable mailing it off to Monzo!
The issue, as I see it, is companies remaining so insistent on issuing cheques for refunds. Especially as branch networks disappear. Cheque imaging either needs to dramatically increase the value they’ll accept, or companies need to find a better way to issue large payouts.
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They do seem to take longer now. I had a £30k cheque from an Endowment Policy that had matured. Posted it tracked (as per the Help instructions) Tuesday 24th August to this address:
Monday 30th August got the in app message to say they’d received it and it should be in my account by 7th September.
It arrived ok Tuesday 7th September but took 3 days to move it into a new Tandem saving account @ 3x£10k daily transfers due to Monzo limit.
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Thanks for that Dunsford! That’s a bit reassuring!
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Update!
Monzo found the cheque! Shortly after he received the notification to say they’ve received it and it’s now being processed. Should be cleared by next week.
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I’d ask for compensation if I were you, if they haven’t already offered it
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Excellent news 
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