Great app ruined by unqualified customer service
Monzo’s app is good, but I cannot recommend it if you want your money properly protected. I was charged for goods I never received and Monzo refused to reverse the payment. They take 8 weeks to review urgent claims and gave contradictory responses: one message said they contacted the merchant, another admitted no contact was made and that their “assessment” relied only on unclear evidence. My statement was neither considered nor challenged, and no one contacted me. Two months later they finally suggested I block the merchant myself, by which time I was already exposed to risk. Customer service appears to be handled by staff with no clear banking expertise.
Overall, Monzo refuses to clarify decisions, mishandles complaints, and leaves customers financially vulnerable. There are far more reliable banking options available.