Monese: A Banking Alternative 4+

Horrible Support

I deposited 50€ from my bank to Monese and even though every other time things went well this time my card was charged and my balance was not updated. I tried to talk with the support and they told me to check with my (other) bank. And so i did i contacted them and told me that the transfer was successful from their part and that its Monese issue. I got back to the support and told them everything including screenshots of the transaction and they have been ignoring since then. Terrible support experience hopefully in future they will improve. However with that occurrence i can no longer trust them as a bank anymore. What if the 50€ deposit was 500 or 5000???
I might use them for minor purchases but thats all. Not trustworthy when it comes to large amounts.

The reason for 2 star and not 1 star is because up until now they were 👌 with me. But thats all. If the support was better and they responded appropriately and in a logical timeframe i would rate them 5-stars.

Frozen funds

Monese froze my transfer because I transfered more than 5k in one go. They needed to check that the origin of the funds was legit.
I submitted all the information that they required to clear the transfer within an hour but now I don’t get a response from anyone. They have left us penniless over the Easter holidays without even an explanation of what is going on. Very very bad communication. They obviously do not know how to follow procedures efficiently when they need to.
They really need to get the finger out if they want to compete with digital banking.
This is the second time they have frozen funds to ”check the origin”.
Wake up!! It’s 5k people not 500k. There’s no funny business when we provide you with a salary voucher.

Geliştirici Yanıtı ,

Hi Nick - we're really sorry to hear you've had issues with your transfer, and that you weren't satisfied with our response times. We do need to sometimes verify the source of funds for an incoming transfer, but we take your point that we should be getting back to you sooner.

STAY AWAY

Stay away from this service. Not only are they going to lie to you but they will drag your issue for months. A vendor could not complete my order so they had issued a refund, unfortunately I had payed with monese. My account with them had been closed for some time because of the bad customer service and a buggy app. So now I had to contact them again to ask them to wire my funds to a different bank. That was on 17th of July and now we have 21st of august. Their first response was a lie. They told me my issue was resolved when in fact it was not. Several emails later I get a competent response. It is worth mentioning that it takes them more than 5 days to answer a simple question. 5 days ago I was told they have forwarded the details of the account I want the funds transferred but I have not receive a cent. It is not a crazy amount it’s 20€. Dou you really want to trust them with your money?

Geliştirici Yanıtı ,

Hi there - sorry to hear you've experienced issues sending money! Can you please flag this to our support team on support@monese.com so that we can investigate? Thanks!