Monzo apologises for bank transfer problems - MSE News

hamasaki

Thank you. And thanks to everyone for the comments/assistance, appreciate it.

DCFC79 wrote: »

Monzo arent the bank responsible, the sending bank can surely recall the payment, they can do more than Monzo.

System

!!! wrote: »

How is that relevant?

It made perfect sense to me. App-only banks, contact mainly by 'chat' within the app, phone call if you're lucky and no branches. The challenger bank concept may be exciting to some but IMO a customer can be at a disadvantage over a more traditional bank - particularly when something goes wrong. 20SmthngSver was voicing a concern many of us have and I'm sure wasn't really expecting to have his comment picked over in the usual style on here.

worakovof

@hamasaki monzo have recieved a lot of bad press lately. They have been on watchdog, the guardian, thinkmoney, BBC radio. All to do with holding people's money. I think they've lost a lot of customers due to their actions. Tough times for monzo ahead.

eskbanker

Just to be clear, there are at least two entirely separate issues being mixed here!

This thread was started to discuss a short-term temporary technical problem affecting Faster Payments back in May.

Separately, there have been a number of recent threads about their apparently excessive blocking of accounts for allegedly suspicious activity.

There's nothing I can see that would relate hamasaki's multi-party international transfer problem to either of these issues....

hamasaki

eskbanker wrote: »

Just to be clear, there are at least two entirely separate issues being mixed here!

This thread was started to discuss a short-term temporary technical problem affecting Faster Payments back in May.

Separately, there have been a number of recent threads about their apparently excessive blocking of accounts for allegedly suspicious activity.

There's nothing I can see that would relate hamasaki's multi-party international transfer problem to either of these issues....

Agree. Sorry if I restarted this thread in error btw. The reason for my gf going with Monzo is that you don't need to be a UK resident to use it, unlike I believe Revolut? I use Revolut myself and have found it pretty good overall.

Tomorrow she will go to the Hang Seng bank to get them to investigate. I think she`s just a little upset at the way Monzo has handled things. Rather than saying ok, we'll investigate what we can for you, all she got was basically, nothing to do with us, contact your sending bank. This of course is probably the correct procedure, but it seems that Monzo's customer service is a little off putting and they don't seem to want to help. They could be a little more diplomatic with their responses.

Anyway, I`ll let you guys know how things turn out.

hamasaki

My gf contacted Hang Seng who have looked into the issue. They said the problem occurred at Barclays UK and that the money should be returned to her account this week. In this instance, doesn't look like the problem was with Monzo.

So, all good. Thanks guys.

System

hamasaki wrote: »

Agree. Sorry if I restarted this thread in error btw. The reason for my gf going with Monzo is that you don't need to be a UK resident to use it, unlike I believe Revolut? I use Revolut myself and have found it pretty good overall.
.

You didn't check the Monzo FAQ

You do need to be a UK resident to bank with Monzo and I'm guessing they didn't send their card to a Chinese address.

Now that they know that she's a not a UK resident, she may find the account closed or frozen at any time.

JuicyJesus

hamasaki wrote: »

Tomorrow she will go to the Hang Seng bank to get them to investigate. I think she`s just a little upset at the way Monzo has handled things. Rather than saying ok, we'll investigate what we can for you, all she got was basically, nothing to do with us, contact your sending bank. This of course is probably the correct procedure, but it seems that Monzo's customer service is a little off putting and they don't seem to want to help. They could be a little more diplomatic with their responses.

The thing is there really isn't anything to investigate. They won't be aware of the transfer at all. They're not being unhelpful, they've just literally got no idea about any of it, nothing to go on and nothing they can feasibly do. You may not like that answer or consider it cheerful and friendly but it is correct.

It's like if you called Barclays and said "hi, my mate Jeff thinks he's put some money in my account but it's not showing, what's happened?" All Barclays will be able to say is "go ask Jeff about it".