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Ann R

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Review of the Moneybox app, Cash ISA:

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This organisation have left me floundering

I have a cash ISA with Money Box App. It seemed very good at the beginning until I tried to take some money out - it was not a very bad experience but i though 4 days for the money to hit my bank was too long as whenever I pay in the money leaves my bank immediately. Some time on from this experience I needed to withdraw more money to pay for work done on my house. I started the withdrawal early ( 13th April) to ensure that the builders would be paid on time. There then appeared on my app the statement that the money would be in my bank the next day - a pleasant experience after the last one. I went away on holiday, happy that it was all organised for when I returned home. Then the nightmare started - the money had not been transferred to my bank and the statement that the money would be in my bank the next day had disappeared. I trid to contact Money Box but was unable to because you can only start a "chat" with a robot who gave a set of options to choose from. If there was no option to cover what you needed to discuss that was it! No way of talking or chatting to anyone or thing They definitely need better programmers.. I then found an email address and sent an email asking what had happened to the transfer. I got no-where and it is now a week since the transfer was started - and still no money. I wrote several emails = all of which were replied to in a very bland and unhelpful way. I said that i wanted to make a formal complaint and had an email that said the matter would be scalatd to the complaints department and they would contact me within 3 days! Still no money and the builders are getting anxious - quite rightly too. I also am feeling very embarrassed. So, though money Box seems to be highly rated beware when you try to take out money - it seems that their systems just go to pieces Reviewed on: 20th April 2026

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