Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  File a few disputes for damaged/missing goods and they decided to block my card as if I had reported unauthorized transactions. I asked them 9 days ago to unblock my card and they still haven't replied on the chat. Phone is useless. The in app help doesn't work. I want to use my money.

  Business Response

  Date: 07/08/2024

  Dear *****, 

  Thank you for bringing this matter to our attention. 
  

  We are sorry for any inconvenience that you have experienced with your card.  
  

  Since you have an open dispute currently in progress, we have made the decision to temporarily block card transactions until the dispute is finalized. This means you won't be able to use your card to make purchases for the time being, and you won't be able to order a replacement card.

  Disputes can be a tricky process and we are doing this because we want to do our best to ensure the security of our accounts.
  Even though your card is blocked - it is important to note your account is not frozen.

  You can still make bank transfers using your account and routing details. If you need assistance starting a transfer, we would be happy to assist you here!
  
  I'm sorry again for the trouble that's been caused here. If you have anymore questions please feel free to chat in via the app or email us at: ***********************************.
  
  Thanks,

  The Monzo Team
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21912849
  
  I am rejecting this response because: I did not report any fraudulent transactions. I reported issues regarding damaged merchandise. No bank should lock a customer's card for that 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 3, 2024 I received an email from ***** letting me know that they have closed. My account didnt really give me an idea why they closed my account out of the blue. I really enjoyed banking with them for the last year I think and there was $346 in this account and as I say, this is June 3, and it is now June tent, and I used what their option is tap to add money to your account which took it from my banking account my other account, and then when they wrote, they said they refunded all of this back to the card that was on my account which shouldve sent the money directly back or within 24 hours but theyre telling me that its gonna be the 17th before I get my money back or something funny about that To watch out and dont have to go through what Ive been through because I get paid week to week and these people held my check up so I havent had any money and I dont understand why youre telling me if I dont have it by 17 June get back with them.. only responses 16 days later.. These are the only responses that I get from your bank and I never hear back from anyone else on this matter that is divergency to me even though your bank doesn't seem to care that I am suffering that I get a disability check every month and that y'all are holding some of the money and y'all have either stole it or not giving it back or harshly just took it haven't refunded it like you said you did it's been 16 days.*******************

  Business Response

  Date: 06/26/2024

  *****, 
  
  Thank you for bringing this matter to our attention. 
  

  We are sorry for any inconvenience that you have experienced with your transfer. We can confirm that this issue has been resolved and you should see the funds in your other account now. 
  
  We apologize again for the trouble that this has caused for you! If you have any further questions or concerns, please do not hesitate to contact us via email: ***********************************.

   

  Thanks for your patience! 

  Monzo 

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3rd monzo *** closed My Bank account Ending in 3705 right after a $875 deposit was sent to the account from luckyland slots and I want my money I am going to police with this unless you reverse the transaction and send back to the sender or to a card linked in my account

  Business Response

  Date: 06/11/2024

  Hello, 

  Thank you for bringing this matter to our attention. We apologize for the trouble you've had here!
  
  Due to the way transfers like this may process this transfer could take until June 14th 2024 to complete. If the transfer arrives by that date, we will be able to send the funds to an account of your choosing. However, if the transfers doesn't arrive by then, we recommend that you reach out to merchant for more information about this, since they will be able to help at that point. 

  Please reach out to this email: ***********************************, for more information and to provide the requested information above. 
  
  Thank you, 

  The Monzo Team

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My monzo checkcard had a fraudulent charge from ******** ******* .. Monzo paid it. I didn't authorize the payment. I've been fighting Monzo since April 3. They investigated the payment and said that it wasn't fraudulent and that's a lie...that Money on my card was for my Life Insurance payment for March.

  Business Response

  Date: 06/06/2024

  Hi Donna, 

  Thank you for bringing this to our attention.

  We are sorry for any inconvenience that you have experienced while having trouble logging into your account. Your dispute was fully investigated and unfortunately was not won in your favor. As we have mentioned, you are able to re-open your dispute if you are able to provide new information about the dispute that you didn't previously provide to us. If this is something you'd like to do you are able to send this via email and we can look into it further for you. We have also provided an attached document showing more information regarding this complaint. 
  
  We apologize again for the confusion and trouble this has caused you. 
  If you have any further questions or concerns, please do not hesitate to contact us. You can also reach out to our email- ******************, with any of these questions and/ or new information about your dispute if you'd like to re-open it. 
  
  Thank you, 
  The Monzo Team

  Customer Answer

  Date: 06/08/2024

  
  Complaint: ********
  
  I am rejecting this response because: I'm on social security.I was expecting monzo to be my checking account.. I saw the charge pending. Instantly called monzo for help. They couldn't stop The charge from going through. When I told them it was  fraud, it wasn't me. Monzo still paid the charge and I've had to fight for the return of my funds. I don't want to use my account..I will contact my advisor.  

  I need my refund.  

  
  Sincerely,
  
  Donna B****

  Business Response

  Date: 06/11/2024

  Hello, 

  We have provided documentation responding to this customer that provides insight on to the reason for the denial of the dispute. We have also provided instructions on how the customer can re-open their dispute if they so choose. 
  
  We don't have anymore information we are able to provide in this case. 
  
  Thank you. 

  Customer Answer

  Date: 06/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not authorize the charge on my card. I'm a senior citizen and you're taking my livelihood away from me.

  I never saw any documentation where they contacted Manzo or where they got the original complaint from me. Because every time I talk to them they delete my conversasian. I have no more proof except thats what I sent you. So I understand how monzo's going to treat America's senior citizens.

  
  Sincerely,
  
  Donna B****

• Initial Complaint

  Date:04/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a monzo account because I was referred by a friend of mine. Shortly after verifying and adding my money I discovered my tap pay wasnt working, which led to me logging in on another phone. Every since then my account has been locked or frozen with my money on it, and every time I attempt to talk or reach these people I get the same run around or either my message is read and no one replies. Im saying this to say, the customer service is horrid and they will not help you! My money has been stuck on there for days and they wont even let me send it to someone else let alone spend it!

  Business Response

  Date: 05/02/2024

  Hello, 

  We are so sorry for the experience you've had with your account. 

  Unfortunately, we are unable to provide any additional information regarding the closure of your account. We regularly review and sometimes close accounts as part of our legal and regulatory responsibilities. Our Terms and Conditions gives us this right to close accounts, please review those here: **********************************************************************************;
  
  We understand this is disappointing to hear and we are sorry for the trouble you've had. We wanted to confirm that the funds that were in your account were sent back to the linked top up card on file on 04/24/2024. 

  If you have anymore questions please feel free to contact us at: ***********************************. 
  
  Again, we are so sorry for the experience you had. 

  Thank you, 

  Monzo Team

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a dispute with monzo because I had unauthorized charges on my account. One for Uber cash and one for Uber eats. I didnt make these transactions at all. My last transaction with Uber eats was October 17 of 2023. They denied my dispute which are in my documents uploaded, I replied to their email about my dispute and then I tried logging into my account and it said email not found. Minutes later I get an email stating they shut my account down. This is very shady business practice to me. My money was stolen out of my monzo account and they close the account after denying a dispute for my funds.

  Business Response

  Date: 04/11/2024

  Hello ******, 

  Thank you for bringing this matter to our attention. 

   We are sorry for any inconvenience that you have experienced while having trouble logging into your account. Your dispute was fully investigated and unfortunately was not won in your favor. As we have mentioned, you are able to re-open your dispute if you are able to provide new information about the dispute that you didn't previously provide to us. If this is something you'd like to do you are able to send this via email and we can look into it further for you. We have also provided an attached document showing a more information regarding the closing of your account. 
  
  We apologize again for the confusion and trouble this has caused you. 
  If you have any further questions or concerns, please do not hesitate to contact us. You can also reach out to our email- ***-******************************* with any of these questions and/ or more information about your dispute if you'd like to re-open it. 
  
  Thank you, 

  The Monzo Team

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monzo is a banking app. This morning I tried to access the app, and instead of letting me in it directed me to take a picture of my ID and myself. I did as. I was instructed to do, five times. I then was transferred to the chatroom. 3 1/5 hours later I finally got to speak to someone in the chatroom, his name was ***. He told me to try it again and I did. It didn't work again. Then in another 1 1/2 hours later, *** went on the chatroom. She wanted me to do it again. It didn't work again. That was the last time I spoke to anyone. My last attempt to speak to *** was to tell her that I didn't understand what the problem was. My money was in the account. I had no ability to access the app. No one was available to me. Not on the app, not on the web, not by phone. It's 4PM on a Friday. I have nothing. No one is available to talk to me. I'm broke for the entire weekend. With no one to reach out to, all last I have is to complain to you. I hope you can find some kind of resolution to this problem. I wish you luck. Thank you.

  Business Response

  Date: 03/28/2024

  Dear ****,
  

  Thank you for bringing this matter to our attention. 
   We are sorry for any inconvenience that you have experienced while having trouble logging into your account. I see that there may have been confusion on which email your open account was under which caused you to have trouble accessing your account. It looks like you were able to login to your account and transfer your funds. We have attached a document showing what happened and the resolution. We were able to see that your $500 transfer from your Monzo account on 03/09/2024 was successful. We apologize again for the confusion and trouble this has caused you. 
  If you have any further questions or concerns, please do not hesitate to contact us. If you are having trouble chatting in you can also reach out to our email- **************************************.
  
  
  Sincerely,
  Monzo