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Business Profile

Banking Services

Monzo, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Banking Services.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Billing Issues
    Status:
    Answered
    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 am getting unauthorized charges on my card I contacted customer service and they refuse to help me and they also refuse to close my account down a issue a new card.I am getting charge from a company I never heard of from probiller I never sign up fora subscription or pay for anything I also have contacted the *** for a investigation.

    Business Response

    Date: 07/02/2025

    Hello, 

    Thank you for bringing this matter to our attention. 

     We are sorry for any inconvenience that you have experienced while trying to close your account! 

    Our team recently replied via chat explaining the next steps needed in order to close your account, I will also include them here! 

    First, we need to bring your account balance to $0. The easiest way to do this is by going to the Monzo home page, tapping the 3-dot button on your Monzo card, then choosing Move money.

    You can also spend the money, or transfer it using another app if you prefer. Whichever you choose - just let us know when your balance reaches $0 and we can move to the next steps.

    Once this is complete we will be able to assist further in closing your account. 

    Thank you!

  • Initial Complaint

    Date:05/30/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Fraud occurred on my account with ******************** and after I reported they decided to close my account. Denied my claim and NEVER provided me with the requested documents used in the investigation. This happened in September 2024, and I'm still struggling to recover my funds. Do yourself a favor and don't try this online banking. WORST CUSTOMER SERVICE EVER! They do not answer any phone calls, and take so long to answer emails. As a customer I have the right to obtain copies showing the result of the investigation regarding merchant's response. however, MONZO just sent me a simple and basic document showing all the transactions reported by me and saying they did not find error. This is so unfair. I regret using Monzo and want to advise others to no use them.

    Business Response

    Date: 06/02/2025

    Dear *********, 

    Thank you for bringing this matter to our attention. 

    I'm sorry for the experience you've had with your dispute. I can see that our team has previously provided the requested dispute documents to the email on your Monzo account on 10/28/24. There were no funds in your account when it was closed. 

    If you have anymore questions, please reach out to us via email at *************************************************************. 

     

     

    Customer Answer

    Date: 06/03/2025

     
    Complaint: 23399060

    I am rejecting this response because:
    The response is not true. I never received the requested documents. I received useless documents which does not mean anything regarding my dispute. Another thing, the email provided is never monitored. 
    Sincerely,

    ********* De La ****

    Business Response

    Date: 06/04/2025

    Hello *********,

    Thank you for your response.

    Our records show that the requested documents were sent to the email address on file on October 8, 2024. The documents provided represent a full and complete investigation into the disputed transactions. At your request, we can send another email with the original documentation.

    Our Support Team actively manages customer communication 24/7. We respond to email inquiries Monday to Friday, 9 AM Eastern to 8 PM Eastern. You can also contact our Support team through the in-app chat, or via phone during business hours.

    Thank you,
    Monzo Customer Care

    Customer Answer

    Date: 06/04/2025

     
    Complaint: 23399060

    I am rejecting this response because: None of what you say is true. You guys have the worst customer service. I don't need ******************** to send me those documents again, as they only serve you. Those documents aren't sufficient evidence to present in court, as I have proof of my communications with each merchant showing that none of those charges were made by me. Since you don't want to offer me a fair resolution to this case, I will be suing Monzo, and all related expenses will be covered by Monzo equally, as I tried to resolve this.

    Sincerely,

    ********* De La ****

  • Initial Complaint

    Date:05/25/2025

    Type:Billing Issues
    Status:
    Resolved
    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 5/22 monzo closed my account with NO explanation while i had $68.24 in the account. they told me I could add my other account and transfer the money...but its not allowing me to do that and they have stopped responding to my emails and texts. So basically they are holding my money hostage...over a holiday weekend.

    Business Response

    Date: 05/26/2025

    Hello *******, 

    Thank you for bringing this matter to our attention. Our ************* Team has reviewed your case. The transfer of your funds to the bank information you provided has started, a confirmation email was sent to the email on your Monzo account with this information as well. 

    This transfer was sent using ACH, the most common form of bank transfer in the **. Because of the way ACH is designed, they can take up to 2-4 business days to go through. Often, they will be quicker than that - especially on transfers that are being sent out of Monzo.

    Please let us know if you have anymore questions, you can reach out to our team at *************************************************************. 

    Customer Answer

    Date: 05/26/2025

    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. They just now initiated the transfer. Thank you

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:04/30/2025

    Type:Billing Issues
    Status:
    Answered
    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 have my credit union linked to this bank an they have frozen my account with no reason at all

    Business Response

    Date: 05/02/2025

    Dear *********, 

    Thank you for bringing this matter to our attention. 

    We are sorry for any inconvenience that you have experienced with your Monzo account. As a regulated financial services company we are required to periodically review all accounts and ensure we are in compliance with the requirements we have to follow. Typically these reviews happen in the background without affecting the user - but at times the can result in your account becoming frozen. As soon as we have an update to share here, we will let you know.

    The funds that were in your account were refunded to the last linked card on file. Please reach out to us via email at ************************************************************* for more information regarding your funds. 

    Thank you, 

    Monzo Operations 

     

  • Initial Complaint

    Date:03/05/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Im not sure why I wasnt approved for a bank account I took a selfie and upload my ID and they said it was rejected but I dont have any bad credit or any credit freeze I need for real human do a second review on my application for a debit card

    Business Response

    Date: 03/11/2025

    Hello Jermmie, 

     

    Thank you for reaching out to us regarding this matter. We are sorry for any inconvenience that you have experienced. 

    Monzo reserves the right to decline to open an account for any reason permitted by law. At this request, Monzo reviewed the application for an account and is unable to proceed.  Note that Monzo does not review credit history or obtain information from credit bureaus. If you have any further questions please reach out to us via email at *************************************************************. 

    Thank you, 
    Monzo Operations 

    Customer Answer

    Date: 03/12/2025

     
    Complaint: 23025426

    I am rejecting this response because: please dont sell my information and remove my personal information my phone number and my bank account information and dont send me any promo offers otherwise I will be taking legal actions 

    Sincerely,

    Jermmie *****

    Business Response

    Date: 03/12/2025

    Jermmie, 

    Unfortunately, due to regulations we have to follow - we are required to keep the information you have provided to us for a few years (the exact timeline we are required to follow can depend on the details of each specific account). 

    Rest assured, all information is stored securely in an encrypted state whenever possible. 

    If you have further questions - please know that I am not an expert in these requirements, but you can read more about all of this in our [Privacy Policy](****************************************************************************************************). And if you still need help I can try my best to get an answer for you. 

    Please feel feel to email us at ************************************************************* for more assistance! 

  • Initial Complaint

    Date:01/28/2025

    Type:Product Issues
    Status:
    Answered
    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 sent yall a message stating I didn't make the purchase and yall denied me my money back after stating it that was for ****** on January 13 and another transaction fir ****** on January 14th I sent payment of 100 yes but for the ****** no I did not and that was to ******* *****

    Business Response

    Date: 01/29/2025

    Dear *******, 

    Thank you for bringing this matter to our attention. 

    We are sorry for the trouble you've had here. I understand your disappointment with the outcome of these disputes - however, I can assure you that we completed a full investigation in accordance with all the requirements we have to follow.

    To note - you are welcome to appeal the decision. But we can only do so if you have new information that was not provided when you first raised the dispute. We don't have specific examples of what that may be, but if you have any extra information or documentation that you did not provide already you can send it via chat or to our email at *************************************************************. We can see that the documentation you have sent in already has been reviewed and does not provide new information needed in order to re-open your dispute. You may also request the documents used in order to come to the decision about this dispute, if you are interested in these, please let us know via email or chat and we will be happy to send those over. 

    If you have anymore questions please reach out. 

    Customer Answer

    Date: 01/29/2025

     
    Complaint: 22867892

    I am rejecting this response because:

    Sincerely,

    ******* *********

  • Initial Complaint

    Date:01/25/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    In January 23rd my monzo account was closed suddenly. I had over $2,000 in the account. I tried calling customer support they would not help, they kept saying i was failing the identity check. I then emailed several times help email before finally getting a response. I was then told my funds were sent to my top up card which they are still not on. *** asked for information on the date the funds will be received. Ive asked for confirmation of the last four digits of the top up card, no response. Ive followed up several times with no response. The funds in my account are needed for rent. They will not communicate. *** posted on ********, X, instagram asking for help. Just blatantly ignoring.

    Business Response

    Date: 01/27/2025

    Dear *****-**, 

    Thank you for bringing this matter to our attention. 

    I apologize for the confusion here! It looks like your funds were sent back to a card linked to your account. This refund started on 01/23/25 and can take up to 5 business days to fully process. You should see the funds on the linked card within the next few days. I also see our team sent an email to you on 01/26/25 providing the details on which card it was sent to and the timeframe. 

    I hope this helps to clear things up for you! Please reach out to us if you have anymore questions through chat or at our email: *************************************************************. 

  • Initial Complaint

    Date:01/08/2025

    Type:Billing Issues
    Status:
    Answered
    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 have tried several times to get these funds credited back to my account. So I got a email stating that my card and account was froze because there is fraudulent activity and I need to verify my identity. Well they did not freeze my account and several transactions were fine in the account and I still have not been credited they give very generic responses telling me some will get with me and no one ever does and I'm tired of this I feel uncomfortable heard and my money is not safe please help

    Business Response

    Date: 01/10/2025

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

    We are sorry for any inconvenience that you have experienced while trying to resolve the issue on your account. We have sent you a chat in your Monzo app providing more information about your dispute and the timeframe for the aforementioned credits as well as some other information regarding a new card and your device access. 

    If you are unable to get in touch via chat, feel free to email us at *************************************************************. 

     

    Thank you, 
    Monzo Operations 

  • Initial Complaint

    Date:12/29/2024

    Type:Product Issues
    Status:
    Answered
    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.
    PLEASE DO NOT ENROLL WITH THIS BANK! I HAVE NO ACCESS TO MY FUNDS AND BEING IGNORED ONCE AGAIN! I disputed a charge on 12/10 they LOCKED MY ACCOUNT and said I only can get access through MANUAL TRANSFERS WHICH TOOK 5 days I KEPT CHATTING THEM and was ignored for 4 or more days! I HAD TO FIND OUT ON MY OWN that I could have made a virtual card so I did! All of a sudden that got locked ! NO ONE IS RESPONDING to me in the chat and I HAVE NO ACCESS TO MY MONEY I am out of state on vacation and have to feed my kids and I cant due to them being negligent I tried to delete the virtual card and start a new one and the app wont let me MY CALLS GO UNANSWERED AND CHATS how is that ethical practice when people need access to their moneycan I file a lawsuit ??I also put an Address change in the other day they had me send in required documentation WHICH I DID and my address still is NOT changed and they wont let me request a new card through the app. Meanwhile again I am on vacation with my kids and HAVE NO ACCESS TO MY MONEY AND NO ONE IS RESPONDING as a bank it should it take 2 or more days to respond let alone oneI am not sure what to do at this point Im stuck loss and hopeless and need to make sure my kids are taken care of while we are here and they arent responding to any chats calls or emailshow can they get away with this ?

    Business Response

    Date: 12/30/2024

    Hello Nadja, 

    Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced during this time. 

    I can see that our team has ordered a new card for you and has reached out regarding some question you have asked in chat. Please refer to your Monzo app chat for this information. 

    Please let me know if you have anymore questions and feel free to reach out to our email at *************************************************************. 

    Thanks, 
    Customer Operations 
    ******************** US

  • Initial Complaint

    Date:12/25/2024

    Type:Product Issues
    Status:
    Answered
    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 card was lost and my pin was compromised ********************** replaced my card and disputed transactions I did not make that was made when my card was lost but closed my dispute and didn't put no money back on my account i ask that my dispute be reopened and help to get my money bacon my account and due to this i wasnt able to getmy kids nothing for Christmas and i work hard for my money to just get taken away

    Business Response

    Date: 12/30/2024

    Hello, 

    Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. 

    Our team has reached out to you regarding your questions to re-open your dispute. Please check the email that you have on file on your Monzo account for this.

    Please feel free to reach out to our email if you don't receive anything soon, *************************************************************. 

    We're apologize again for the trouble here. 

    Thanks, 
    Monzo Operations 

Monzo, Inc. is NOT a BBB Accredited Business.

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