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2 months and monzo still frozen my funds!

Hvblog
Posts: 12 Forumite
Ok. Where to begin.
At the beginning of January. I received a payment of £4709 from my in laws. This was all confirmed. Straight after this monzo suddenly block the account. They don’t state why. Just they say the same thing over and over and over again.
2-3 weeks later from waiting and no responses yet generic ones, they closed my account down. With no reason. Apart from to look at the terms and conditions. Crazy. But they they’ve still held onto my funds. They send a final response letter stating they’re closing my account down and nothing about the funds. It’s like it doesn’t exist. Before my account closed down, they sent a defunding process - still 2 month later they’ve not completed it
Every time I email them - it’s a generic response ‘our specialist is looking into it
Same when I ring. These funds were a gift. I have no idea what to do. They won’t wven get me a time. When I was on the phone I said what law do you have to hold these funds. He simply hung up on me. I even have a recording of a employer stating the defund will be completed mid February !!
Anyone any advice please V
At the beginning of January. I received a payment of £4709 from my in laws. This was all confirmed. Straight after this monzo suddenly block the account. They don’t state why. Just they say the same thing over and over and over again.
2-3 weeks later from waiting and no responses yet generic ones, they closed my account down. With no reason. Apart from to look at the terms and conditions. Crazy. But they they’ve still held onto my funds. They send a final response letter stating they’re closing my account down and nothing about the funds. It’s like it doesn’t exist. Before my account closed down, they sent a defunding process - still 2 month later they’ve not completed it
Every time I email them - it’s a generic response ‘our specialist is looking into it
Same when I ring. These funds were a gift. I have no idea what to do. They won’t wven get me a time. When I was on the phone I said what law do you have to hold these funds. He simply hung up on me. I even have a recording of a employer stating the defund will be completed mid February !!
Anyone any advice please V

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Comments
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I would contact the financial Ombudsman Service and also email the ceo Tom Bloomfield (tom@monzo.com)
Have you proof what the funds was for and can verify where it came from?0 -
Have you made an official written complaint to Monzo, regarding the missing funds? You can escalate to the FOS if the written complaint does not result in the funds being released to you. (Of course, any complaint escalated to the FOS should also be made in writing).I work within the voluntary sector, supporting vulnerable people to rebuild their lives.
I love my job0 -
I have done all of this. I will email him now.
I have filed a complaint against the FSCO
Yes I gotten print screens off the funds being sent. They ignored this all.0 -
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The same disgusting response I get from monzo and thread closed.
Hi there,
We’re sorry to see you’re having trouble with your account at the moment. Unfortunately this isn’t something we can help out with here on the forum.
The best place to get this sorted out is through our in-app chat, or by email at help@monzo.com. Our team will be happy to investigate what’s happened here.
Thanks!0 -
A complaint is pointless. FOS do not regulate these decisions.
The money is gone forever. There is nothing you can do.0 -
The same disgusting response I get from monzo and thread closed.
Hi there,
We’re sorry to see you’re having trouble with your account at the moment. Unfortunately this isn’t something we can help out with here on the forum.
The best place to get this sorted out is through our in-app chat, or by email at [EMAIL="help@monzo.com"]help@monzo.com[/EMAIL]. Our team will be happy to investigate what’s happened here.
Thanks!
So which email was the reply in response too ?0 -
You're not in Canada are you ?
Only ask as the FSCO is Canadian.
I hope you haven't emailed the FSCO, you need FOS.
OP, you didn't answer this question. Are you overseas? Does Monzo have some rule about accessing its services from across border, or did the payment come from overseas? £4709 seems a rather odd amount to be a gift unless it has gone through some kind of currency conversion process.0 -
I’m not overseas. I misspelt FOS, I put fscs.
Also - no I meant 4700. Sorry fingers on this keyboard lol.
It was for a car payment.
They have no reason to hold the payment.0 -
that was me posting on their forum.
I’ve received a final response email, stating they’ll close the account but no mention of funds.
This was over a month ago. Completely ignoring the fact they’re held onto my funds and even blocked my number from their calling system. their claim is - the system doesn’t recognise it however any other number is fine. Total load of BS. they blocked my number. The staff are very rude. And apparently there is not someone of higher authority to speak to. I’m sure by law they’re not entitled to still hold the funds even after their so called investigation of nothing.0
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