I’ve previously mentioned my complaint against Monzo, which lead to me closing all my accounts, where they blocked my account for daring to pay my own credit card.
Monzo’s response letter was an act of comedy, except it wasn’t funny.
They stated (correctly) that I called them at 1010 to complain about the blockage. In the same letter, they claimed to have unblocked my account at 1008 (yes, 2 minutes before they spoke to me).
When challenged, they then told me my call was made at 0910!
I had already made a transfer to my Revolut account at 1001, which Revolut have confirmed the timing, yet according to Monzo my account was locked at that time.
Santander also verified the payment to them was attempted at 1004, which is what triggered Monzo to block my account. Yet Monzo then claimed this was at 0904!
Has anyone else had issues with Monzo’s timelines?
But if that is what they’ve done, it doesn’t explain how they managed to use both time measures in the same letter.
Surely as a UK bank, referring to a transaction made in the UK, they are required to quote their timelines in “UK” time? ie On 19th April GMT + 1 hour. If they want to use a different time zone, isn’t the onus on them to specify this?
We were by 19th April almost 3 weeks past the clock change, so no excuse for getting it wrong.
I gave them the opportunity to clarify; they did not.
UTC & Monzo certainly don’t mix. I recall an ex-community member submitting an issue to the ombudsman about the timing of transfers made, which was wrong (on Monzo’s side). I recall they won, but can’t recall what, or how much.
But the Ombudsman has said the discrepancy is due to Monzo using a South African call centre!
Which is wrong even more so as 1009 UK time would have been 1109 South Africa, not 0909.
The Ombudsman also ignored my complaint that Monzo had used both time zones referring to the same event, which made a mockery of their (Monzo) timeline, as above.
I have to say, the investigator was at times clearly out of their depth dealing with some of the issues I had raised overall.
FWIW I will report this to the FCA, especially as it appears to have happened before (above)
