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Name: Manuela Moscoso

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Block my account not knowing for how long

Hello, I have had 3 years this account and I was super happy. But changed my phoned and got blocked. I would only like to understand the time frame for how long i wont access my account as my everyday life depends on those funds. They say temporarily but how long is temporarily? I have read the term and conditions and they say why it might have happen, but no answer on how long, nor an explanation of the process is going and when would be back to normal. If this will take weeks !!! I need to find a solution! as I would need to soon buy food in the supermarket, for instance, and if I do not have access how would i do it? I also have seen that the messages that Monese is answering in these reviews are actually the same answers giving by mail. So thank you Monese but I do not need to read again the reasons why, nor the support mail they are not answering emails. Would be great if they could just give more of information and framework to the people who hold the account, as we are trusting the bank with the money we earn through our own labor and effort. If we cannot access to our own financial support, the stress is immense. Blocking as a support system for security I understand, but no communication on how long it will take and the route of work, I am sorry, I cannot. Reviewed on: 17th August 2021

Reply from Hi Manuela - we're really sorry you've experienced issues accessing your account. We've just checked with the team and understand these should have been solved in the meantime, but please feel free to let us know if there's anything else we can help you with. Response date: 20th August 2021