One bank I was with point blank refused to close an account because there was a ‘stuck’ transaction despite no money in the account and no actual transactions for ages.
I’ve probably still got it, but it’ll be registered to about 3 addresses ago…
That was also the bank that managed to set the overdraft limit on an account to a negative number, so they started charging overdraft fees when there was plenty of money in the account. Branch staff refused to believe that this was a problem or error on their part, and it required a written complaint to head office to fix it.
They do prefer you deal with the branch, but give the branch staff no power to fix anything… and they just say to call them, and the call centres say you have to go to the branch. It’s all designed to make most people give up and accept their fate.
I’ve yet to have to deal with Monzo on that level but by all accounts won’t have any problems like that.
Oh and an honorary mention to Nat West who after their well known ‘trendy wine bar’ campaign claiming they were opening new branches not closing them have just closed the last branch for miles.