Honestly I cannot fault this bank AT ALL; I’ve had nothing but good experiences with them. I’ve been using Monzo for years now, and I’ve recently made them my main bank account. The app is incredibly easy and simple to use, and you have so many perks, even when using a free account. I fled abuse in January and became homeless whilst I was on the run trying to find safety. Monzo went above and beyond to maintain my safety and even checked in with me to check I was okay or could do anything; they even sent links and advice about support I could get with what I was going through. They were extremely supportive and patient throughout everything, and I appreciated everything they did and are still doing. I felt completely safe and like Monzo actually cared, which is a lot more than I can say about any other bank I’ve been with. The ONLY thing that could be better, is withdrawing money from a cash point or the post office. I COMPLETELY understand why they need to do that, as it’s an online bank, rather than a bank in person like others. However, it does surprise me because they then don’t have branches/locations, so it should make more sense to be able to withdraw cash as they don’t have to pay for buildings to operate. Also having to pay for a new card if it’s lost in any way, even if it’s lost in the post which isn’t your fault. But they’re such small issues as a whole, and Monzo are continuously changing and improving their app.

I have been with monzo since the start and have no problems with the functionality of the app - it’s excellent. However, lately I have had intrusive messages from customer services asking why I’m gambling. I don’t gamble so I was somewhat taken aback. My first instinct was fraud and my account had been targeted!! As it happens I transferred funds to my share dealing account with a large FTSE 250 company who I won’t name but monzo seen this as gambling. This is a company (monzo) who are meant to understand money if you believe their adverts. I have also had another intrusive message from Monzo asking if I need help from another Monzo employee !!!! It’s all a bit baffling TBH as for years I’ve been full of praise for them. However, think carefully about using this company as a bank - the big banks are far more advanced and have a much better range of financial products available to offer you. Also the big banks apps have improved 10 fold. Unfortunately I will be closing my account with monzo as a result of their inappropriate intrusive behaviour. I just wonder if they are feeling the pain now and the big banks are beginning to get the better of them. They try to make light of their image with jokes on LinkedIn etc but in truth, there’s an internal underlying issue here which feels like they are under pressure. Consider carefully who you bank with.

As great as the bank is I mean the app.. it’s features the ease of use, simplicity, all of the above one thing concerns me is that should I lose my phone I’ve lost all the connection to my money. If I play out the scenario I lose my phone, I’ve lost my sim… I talk to my sim provider they will send me a new sim… fine depends on post arriving on time. I could therefore be without my money for 5-7 days. This is the reality of the situation. If Monzo had a working online presence in order to transfer funds to a spouses account that would give people more peace of mind. I did have this bank as my main account but when my phone starting to play up I thought long and hard. This is a suggestion thatMonzo should really think about and it will revolutionise your ability for people to have access to their money…. Allow people to enter an emergency account and give them a special automated line and a special password which automatically transfers a set amount to that connected account.. if you do this I’ll use you as my main account!

I’ve been with Monzo for several years now and while I generally find the app to be good and feature wise, ahead of the curve compared to the big banks, it’s just not reliable enough. There have been several occasions where the app has just stopped working for no apparent reason, requiring a complete reinstall to get working again. Today was the worst yet. I have just endured through a panic stricken 15 minutes trying to withdraw money from a savings account only to be repeatedly presented with “time-out” messages, and similar error messages in other parts of the app. Absolutely nothing in the app was working at all, not even the help section, so it was impossible for me to contact support. Logging out caused the app to crash and I was then unable to log back in. Alternative methods of contact are not shown anywhere and the help section on the website is useless, blaming my internet connection or email account (which are both working perfectly). Deleting the app and reinstalling it fixed the issue but I would not have known to do this, and would have had no way to find out, had I not been previously told to do so last time something went wrong. I’m going to switch I think, once I’ve emptied my savings account. For a bank that operates ENTIRELY within an app, even occasional episodes such as this are totally intolerable, especially if I’m going to be cut off from support at the exact time that I need my money.