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Kenan Yigitoglu

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Review of the Monese, Money Account:

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I can't access to the only funds I have, I'm very scared

For more then 20 days I can’t access my life savings, and I can’t get a hold of Monese despite many efforts. I deeply regret the trust I put in you. I want to access my funds immediately! I used the account for nothing but to receive my salary and to make my day-to-day expense like rent, supermarket, restaurants, clothing etc. No unusual expenses, exchanges, or in-or-out funds. I only bought a new phone and started using it, which blocked my access to the app. My card still works but it’s going to be expired in less than a month. What am I going to do?! I don’t have any funds other than this account. Please open my access immediately! I’ve been using Monese for over 3 years and trusted you with all my savings. I had more than £14K in my account and I don’t have access for 20 days now. I contacted support several times, they say the Compliance team will get back to you “as soon as they can” or “as soon as possible”. That’s not good enough when you are taking this long and when all my life savings are at stake! I had planned expenses to take care of and I read people can’t get their money for many months, I’m very worried, what am I going to do if that happens to me?!. I provided video identification from the app after I lost access. I was told somebody would contact me and tell me what to do. You are not contacting me. Even if there was a case in the Compliance team nobody for asked any information for 20 days! Please give me access back immediately. You are crushing so many peoples’ dreams, put them under difficult financial circumstances with no communication. You don’t care about helping any of your customers, just automatic responses that hiding behind your responsibilities against fraud while you are leaving so many people feeling insecure with their own money, feeling scammed. This is far from being right and should be made public. I’m going to Financial Ombudsman, FCA, and whoever authority I can help my situation or others like me. My Monese ID is - M6545404 Reviewed on: 5th October 2021

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