Monzo none existent customer service?

Jasonryan

Monzo froze my account yesterday. I only noticed because amazon prime emailed me to say payment declined. Anyway that's not the worst of it I messaged them in chat yesterday and got a reply a few hours later as generic as they come. Today I was logged out so cannot chat. Tried calling them and their system just hangs up on me. I've emailed but waiting for a reply.



In the meantime I've called the ombudsman who advised to make a complaint but since they're refusing to communicate with me can anyone advise how I make a complaint with them and make them acknowledge it? I've emailed every email I can Google related to them



Prior to coming here I tried to join their own forum for help, as I posted a message came up saying needs approving by a mod. Went back after 30 minutes and my post and my account blocked.



What is wrong with this company. How is it right to completely block all forms of communication with a customer whose trusted you with their money? I only had £16 in the account so I'm more angry about this lack of customer service than the money.



How can I force monzo to accept my complaint so the ombudsman can do their job?

masonic

If they have frozen your account due to suspicious activity, then by law they are not permitted to discuss it with you.

You could always try using https://www.resolver.co.uk if you want to make a formal complaint.

Ben8282

Does the ombudsman's office open on Sundays?

18cc

you write to monzo and make a complaint you head the letter 'formal complaint'

you wait for them to reply they have 6 weeks to reply

if they don't reply or if you dont accept their reoly and get a deadlock letter then you can then go to the ombudsman

simples

ps take better care of your next bank account

Uxb1

Just for the OP, as I'm bored this evening
I put into google "monzo make a complaint"
and up came this page as first result
Send your letter of complaint to the address given.
https://monzo.com/help/emergencies/make-complaint

As other have said the bank has x weeks to respond, then if they do not respond or you disagree with them you can complaint to the FO.
All final decisions by the FO are published on their website with any ID/personal stuff redacted.
You can even search the FO decisions page...
its here.
https://www.financial-ombudsman.org.uk/data-insight/ombudsman-decisions

Thrugelmir

Jasonryan wrote: »

Monzo froze my account yesterday.

You'll be receiving a letter shortly.

masonic

18cc wrote: »

you wait for them to reply they have 6 weeks to reply

They have 8 weeks to respond to a complaint before it can be taken to the Financial Ombudsman Service.

PRAISETHESUN

You can escalate to the FOS after 8 weeks, even if Monzo has not responded/acknowledged your complaint - just make sure you have proof that you have sent one! A letter sent by recorded delivery is the most sure-fire way to make sure you have that proof.

But otherwise as above, if they suspect you to be involved in fraud/money laundering (even if incorrectly so) then they are obliged by law to not tell you until the investigation is completed.

Tomtimjones

Just came here to see what banks best for interest and seen your post. So thought I'd reply. I'm in the same situation monzo froze my account nearly 12 weeks ago. I didn't know what to do as nothing like this happened before so I only contacted the ombudsman about 6 weeks ago. My advise is complain and also contact the ombudsman now as they told me there is a 12 week delay! So get the ball rolling ASAP.



I know I've done nothing wrong. It's monzo. There're people all over the Internet in the same boat. I'm not surprised they blocked you on their forum. They're not interested in helping, just about protecting Monzos cosmetic image. I posted to their Facebook they told me to send a messenger. I did. Read but no reply. So posted on fb again and they blocked me from their page.



Wish I could give you the solution. But there are loads of people in the same boat. Monzo are no good

Tomtimjones

I've never recieved any letters from monzo and it's been nearly 12 weeks