Monese

SusanAnneCyprus

We have had a Monese account for 3 years - no problems at all. Then out of the blue a couple of weeks ago we had a notification from them saying they were closing our account and blocking it. No reason given and we don't have the right to reply either. No offer of repaying our money. There isn't much in there - around 25 euros and 5 pounds sterling - but is there anything we can do. We have written to their complaints department 3 times without any form of response.

DCFC79

SusanAnneCyprus said:

We have had a Monese account for 3 years - no problems at all. Then out of the blue a couple of weeks ago we had a notification from them saying they were closing our account and blocking it. No reason given and we don't have the right to reply either. No offer of repaying our money. There isn't much in there - around 25 euros and 5 pounds sterling - but is there anything we can do. We have written to their complaints department 3 times without any form of response.

They shouldn't be keeping your money so you should get that back.

Something must have spooked them to close it.

SusanAnneCyprus

Thanks but if we can't get in touch with them how can I do that?

ivormonee

SusanAnneCyprus said:

 they were closing our account and blocking it.

I am just wondering, which is it: "closing" or "blocking" it? If the former, then what have they said, if anything, about what they are going to do with the balances on the accounts? If the latter, then it would imply the account(s) remain(s) open. It's certainly odd that they appear to have given no explanation. Have they alluded to anything? Perhaps in their communication they may have said something that provides a clue, such as some sort of breach of their terms and conditions, suspected fraud, use of cryptocurrency/ transfers to or from an exchange, ...

Apart from writing to complaints are there any other ways to contact them? I've had a look on their website; I can only find an option to email them on support (at) monese.com or it says you can use the "in-app" chat. Frustratingly, there's no phone number, which is typical for mobile app providers. If not, I'd suspect the financial ombudsman might be one option to try next.

colsten

If they don't respond to your complaints within 8 weeks of your original complaint, or if you are not satisfied with their response, you can take your complaint to the FOS. Don't expect any quick resolution by the FOS as they apparently have a huge backlog.

w0z

For current Monese users, be aware that M&S is no longer in the list of available 20% off shopping vouchers offer (limited availability)
(Asda, Morrisons, Sainsburys among other establishments are still included, but no Tesco, Aldi, Lidl or M&S).

Zanderman

w0z said:

For current Monese users, be aware that M&S is no longer in the list of available 20% off shopping vouchers offer (limited availability)
(Asda, Morrisons, Sainsburys among other establishments are still included, but no Tesco, Aldi, Lidl or M&S).

To anyone puzzled by this cryptic addition to a year-old thread about Monese blocking accounts it refers to the occasional Monese discount offers when buying shopping vouchers. Currently one of those offers is running - but is probably mostly sold out now. Not sure it ever gets mentioned on MSE but you'll find info on HUKD.