Write a review

Member Profile

Name: TraumaBear

Most Recent Reviews (1/1)

View All

Payment blocked by monese

I've been banking with Monese for approx 9 months now and didn't run into many issues. Unfortunately I recently experienced trouble with one of my (international) transactions. According their email the payment was held by Monese as they wanted to do some security checks. As you can imagine I was very unpleasantly surprised by this and at first I even thought the email wasn't coming from Monese at all (don't get me wrong, but why should a bank email me when they have a secured messaging system in their app?) so I grabbed the phone and called their customer service centre (Yes, they where open on a bank holiday Monday!). The customer service agent on the phone didn't speak proper English (he was French) and we quickly had a view misunderstandings resulting in me feeling not being valued as a customer. Needles to say that I got pretty annoyed and after a quick Google search I found out that multiple people experienced the same issues as I had. This made me feel pretty unpleasant and I decided to sent an email to Monese and leave a 1 star review here on TrustPilot. Within the hour I received a phone call from Monese. My first thought was, O no, here we go.. My account will be blocked, all my money is gone. But.. It was actually the opposite! The supervisor himself called (on bank holiday monday, after 17.00 hours!) and explained why Monese temporary held the payment and apologised for the misunderstandings caused by his team members. He told his site of the story and I told him my site of the story (explaining where the payment was coming from, where it went to and why I decided to use Monese as the middle man). The supervisor was very understanding and offered me two solutions which both where acceptable for me (in both cases I would receive my money within a day or so back). Long story short, if Monese holds a transaction and you haven't breached their terms and conditions they are absolutely willing to work out a solution for you and resolve the issue as soon as possible. This also counts for issues regarding their shared IBAN number. Simply drop them a message in the secured chat in the app or give them a call and within the hour they've located your money and put it into your account! Reviewed on: 27th August 2018

Reply from Hi there - we're sorry to hear you're having trouble with your Monese account. We're sometimes required to run additional verifications on certain transfers, which our team always strives to complete as quickly as possible. We naturally can't discuss specific account details here, but please continue to stay in touch with our team while they resolve this for you. Response date: 5th September 2018