Over the last 24 hours I noticed that two threads where people discussed that (a) their account was locked, and (b) support was ignoring them, got locked and deleted really quickly. Over the previous weeks I also noticed a few similar posts, that I am now not able to find again, but these two are the only ones that I can definitely prove were “de-listed”.
I understand that in some cases Monzo cannot discuss things in public for legal reasons, and that such threads must therefore be locked. But to delete those requests, and pretend these issues never existed, seems to fly in the face of Monzo’s promise of transparency, doesn’t it?
Any thoughts, or comments?
Is it possible for Monzo staff to confirm the procedure to go through, should an account be frozen, and what time lines to expect in such a case?
Please note: This should not be about Monzo’s AML procedures. If we start discussing/speculating about these, the thread will be locked in no time, as Monzo cannot allow a discussion of these in public. So please don’t!
Rather, I’d like to discuss two points:
- Is it commensurate with Monzo’s promise of transparancy to delete requests for help with frozen accounts, and pretend they don’t exist? Is there a more transparent yet legal way of dealing with those posts?
- Within what timeframe can a customer whose account may be frozen expect a response and resolution?