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Review of the Monzo, Flex Purchase credit card:

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Appalling Monzo Flex Customer Service

On 9 November 2026, a failed £425 Monzo Flex transaction turned into more than 15 hours of appalling customer service, unanswered messages and complete disregard for evidence I had already provided. At 04:05, I attempted to purchase a fridge freezer from AO. The checkout timed out, no order was created and AO received no payment. Yet Monzo Flex displayed £425 as outstanding, with three scheduled repayments of £142, £142 and £141. At 10:51, AO confirmed in writing that the transaction had failed and the funds had been released on its side. At 10:57, I submitted this evidence to Monzo and requested that the authorisation and repayment schedule be corrected. Then came hours of silence. At 13:19, I had to demand a formal complaint just to get a response. Monzo eventually replied that its Complaints Team might take three business days merely to acknowledge it. At 17:24, after more than 13 hours, a representative told me to wait seven days, contact the retailer and provide screenshots. I HAD ALREADY DONE ALL OF THAT HOURS EARLIER. Had anyone actually read my messages? Instead of investigating the evidence, Monzo repeatedly sent generic responses, empty promises of escalation and even a cheerful smiley face. At 18:01, Monzo described its chat as "the most efficient way for us to help you". Fourteen hours without a resolution, and this is what Monzo considers efficient? At 18:26, Monzo registered a telephone callback I NEVER REQUESTED, despite my explicit request for written communication. At 18:50, its representative stated: "To get in touch with senior management the only way is to raise a call back." An extraordinary statement from a UK-regulated digital bank. What about deaf customers, people with speech impairments or anyone unable to use a telephone? Where are the accessible alternatives? By 19:02, I still had no substantive explanation of the £425 Flex balance, no confirmed correction and no meaningful response about written escalation. Later that evening, I formally reported Monzo to the Financial Conduct Authority, supported by seven files. The FCA website confirmed receipt. My concerns are straightforward. First, £425 of my available Flex credit remained tied up in a failed transaction, with scheduled repayments for a purchase that never happened. Second, Monzo's customer service was utterly unacceptable. Hours of silence, repeated requests for evidence already supplied, generic scripts and absolutely no accountability. Third, Monzo disregarded my explicit communication instructions and claimed that senior management could only be contacted by telephone, raising serious questions about accessibility and the FCA Consumer Duty. I used to consider Monzo one of the best banks in the UK. This experience has destroyed that confidence. A polished app means nothing when a bank cannot provide competent support when something goes wrong. APPALLING SERVICE. ZERO ACCOUNTABILITY. COMPLETE DISREGARD FOR THE CUSTOMER. No customer should have to spend 15 hours fighting their own bank for a meaningful answer. Reviewed on: 10th November 2026

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