The tone of voice with Monzo denies accounts to persons seems cold. I understand the decision is final. I also understand there may be legal reasons Monceaux cannot divulge more information. However as an end user it would be helpful to understand why the account was denied, and what the appeals process might be if any.
Am I not eligible?
Is Monzo confusing me with someone else?
Did I enter incorrect information?
Have I been a victim of identity fraud which might have messed up my credit report unknowingly?
Has someone else already opened an account with my identity?
The tone of voice seems completely reasonable to me.
Regarding the reason you could try dropping them an email or DM on Twitter but judging by this response to a thread a few hours ago youāre likely to be out of luck:
I think the tone is fine, but I agree, a link to an FAQ might soften the blow. I wonder if refusing an account might come under some of the same jurisdiction as freezing accounts if the reason is related to fraud/AML legislation then Monzo wouldnāt be able to give more information without tipping off.
From my perspective thereās still an issue with āat this momentā, which doesnāt really sound like a final decision. I know if I saw that at the end of an attempted onboarding, Iād look for an internal avenue of appeal to figure out if itās something I can resolve or if itās a āforeverā thing.
I think the tone is fine too, itās short and to the point like it needs to be. Being given a reason wont help anyone. It will probably encourage people to argue their case which is a waste of everyones time if this is Monzos final decision.
Itās not their account, theyāve taken if from someone who posted the screenshot earlier. For some reason the OP has become very pedantic recently and has created a few topics like this
Starling is very similar. It just says āThere has been an issueā or something, didnāt say theyād actually denied it. I had to contact them to find out what the hold up was as I thought it was an issue with my identity checks or something, to be told they couldnāt offer me an account.
Just out of sheer curiosity can you think of any reason why you might have been denied a Starling account but (presumably) you have a monzo account? I get that there are reasons for refusing an account and they donāt have to say but seems strange that two similar banks would come to different decisions for the same person, unless your circumstances had changed in between.
Not a clue. I applied for both at the same time - Starling may have been first actually, back in the very early days (when it was Mondo Beta!).
I actually found the email I sent to Starling and the attached screenshots at the time. They have have changed since then.
āWe are sorry. We are unable to verify your details and offer you an account.ā with a link to a āHelpful tipsā section. I thought it meant they needed more info, maybe a utility bill or something but when I got nothing more from them after a week or two I emailed to ask what was going on and got back
Even though Starling is in beta; as we are a regulated bank, we conduct identity, fraud prevention and credit checks to open a Starling account.
Based on the information you provided, we have done our checks, and are unfortunately unable to open an account for you at this time.
We understand you may like to know why; and we can say it is due to one or more matters arising from the identity, fraud prevention or credit checks we have conducted.
Then I realised it wasnāt just a āWeāre sorry, we canāt offer you an account because we couldnāt complete your checksā, it was 'Weāre done. Maybe that is obvious from the message they provided, but I thought it was a holding message while checks were continuing or waiting for something from me.
(Sorry to highjack this thread and turn it into a Starling issue, I did just want to highlight that all banks use the same sort of language - they canāt say too much about why they canāt offer you something).
