Monzo Reviews 68,529

“We noticed you owe us some money“. I received this email from monzo in 2024 and regular repeats since. Apparently i have an “unarranged overdraft” and owe “some” money to get my “£0” balance and avoid further fees (?). But no account details or amount were confirmed in the monzo email. As far as I am aware I don’t have an Monzo account. emailed Monzo 35 times and tried to call. emails can’t be responded to without account details ( I don’t have an account). No one ant Monzo answers the phone. Catch 22. Thought it must be a scam so copied all monzo emails I could find. complaints@monzo, help@ monzo, etc. Same pointless responses signed by “ real people”. Awful. These companies are out of control. They refuse to answer my basic questions:
(What account, how much etc). I wrote a previous review in 2024 and monzo replied - requesting my account details? Consistent if useless

I like Monzo its easy to pay in at the post office and it feels safe

It so easy to use can’t praise it enough

Monzo froze my account after I tried to send money to a long-time friend in Bulgaria. I explained the situation clearly, answered their questions, and they immediately decided to close my account.
They asked for my new bank details on 20 May and promised the refund would take around 7 days, up to 2 weeks. It has now been over 8 days with only generic, robotic replies and long periods of silence. I am currently on holiday with very limited funds and have repeatedly told them this is causing me serious financial hardship and stress.
Their communication has been terrible — no meaningful updates, no specific dates, just copy-paste responses. I raised a formal complaint and they say they'll give a final response by 4 June, but my money is still stuck.
Very disappointed with Monzo. They are quick to close accounts but very slow to return your own money. Would not recommend if you ever need to make international transfers.

Monzo’s handling of customer disputes demonstrates a deeply concerning disregard for the fundamental principles of fairness, transparency, and procedural accountability that consumers are entitled to expect from a regulated financial institution.

What is particularly troubling is that, despite the bank’s own public association with fraud-related scrutiny, customers reporting suspected fraudulent activity are subjected to an unnecessarily burdensome and intrusive questioning process, only to later be informed — after significant time and emotional distress — that the disputed amount allegedly falls below an internal reimbursement threshold. If such a policy exists, principles of transparency and fair dealing would dictate that customers be informed of this criterion at the outset, rather than being led through a performative investigative process with no genuine prospect of resolution.

Moreover, the complete absence of a defined resolution timeframe raises serious concerns regarding procedural fairness and the duty of care owed to consumers under financial conduct standards. A financial institution entrusted with safeguarding individuals’ money should not operate under a system where victims of fraud are effectively told there is no meaningful timeline, accountability mechanism, or escalation pathway.

Beyond poor customer service, this reflects a broader issue of consumer dignity and access to effective remedy. Financial institutions wield enormous power over individuals’ economic security, and with that power comes a responsibility to act proportionately, transparently, and in good faith. Subjecting customers to opaque processes, indefinite delays, and arbitrary internal thresholds undermines confidence not only in the institution itself, but in the integrity of consumer protection frameworks more generally.

At its core, this is not merely about inconvenience — it is about the expectation that individuals are treated with fairness, respect, and procedural justice when reporting potential financial harm. Monzo’s conduct, in this instance, falls materially short of that standard

Keeping it simple

Really easy to set up, and app layout is really clear. Love the saving schemes and transfer pension. App is really great in letting you know straight away what’s going on with the accounts.
Perfect in my eyes

Just love the good Perks. Know were you are. ..

The app is user friendly.
The bank is super responsive
The options to help save money is Topnotch

Great app never had any problems with it so 10 out of 10 for me

A lot of cashback offers and their home insurance aren’t available in Northern Ireland

Monzo is very reliable and safe

I am informed when I've had a spend and a check on larger payments

Fantastic Monzo account with lots of great internal apps to use - saving pots drawn down early -penny saving -round up change- child account linked lots more tools they have Brillant

It's easy to pay people and so convince so easy to use

I have really enjoyed the monzo experience so far. I think I have just expected banking to be a necessary evil. But Monzo do it a little different. It's easy to set up. The app is fantastic. Really it is what banking should be.

Easy to use and not over complicated like some of the other banking apps...love it should have joined sooner.👌

Incredibly easy to use, good communication and an innovative company. I would recommend Monzo to all.