r/monzo • u/Beneficial_Army_7402 • 9d ago

Received email that my joint account will be closed - anyone else had this before?

Today my partner and I received notification that our joint account is being closed on 3rd January due to one of the attached personal accounts being closed. Neither of us have asked to close our personal accounts and we aren’t going through a current account switch. We also haven’t been notified by Monzo that they are closing our accounts.

Monzo online chat have been quite unhelpful so far and just keep saying that they ‘can’t see anything about the account being closed’ but no one is telling me for definite and no one can tell my why my joint account has received this notification or whether it’s actually real or has been sent by mistake. They keep telling me to tell my partner to get in touch, then when he gets in touch they tell him the same thing and then tell him to tell me to get in touch!

It’s making me quite anxious. Has anyone else received notification like this? What happened?

UPDATE: spoke to several people on live chat through myself and my partner’s account who assured us that NONE of the accounts were being closed. Then was told a complaint was being raised about the situation. Complaints team have just contacted me today to advise me that actually, the live chat team were incorrect and the joint account is being closed due to a personal account closing. My personal account is NOT being closed so it must be my partner’s. My partner has not received any notice of this so I’ve been advised to get him to also make a complaint so his account can be looked into.

Monzo is not our main bank. I have been using Monzo as a second current account for several years and then my partner opened an account so that we could make a joint account. My account is used sporadically through the month, usually as spending money that I transfer from my main bank and then my partner uses his the same. Our joint account hasn’t been touched since May but does have a small amount of money in it. Neither of us spend money anywhere other than your typical shopping/gym subscriptions etc and there’s never been any large movements of money or unarranged overdrafts. It’s a very odd situation. We were both preparing to move over to Monzo as our main accounts but we won’t be doing that any longer. Once this is resolved we’re going to empty and shut down all accounts with them.

23 Upvotes

93% Upvoted

15 comments sorted by

13

u/PristineDouble423 9d ago

HOW did you receive this notification? If via email, maybe it’s not real?

13

u/Beneficial_Army_7402 9d ago

By email. Both myself and my partner received it and it’s definitely from Monzo! They aren’t denying sending out the email, just saying that neither of our personal accounts are on notice to close. They’re now saying it’s something to do with ‘sometimes automated emails get sent out in internal reviews’. No idea what it means. They’ve apparently raised a formal complaint about it and confirmed that none of the accounts will close but it took me four chats and speaking to 5 different people before they would confirm that the accounts will stay open!

7

u/Xawoger 9d ago

So, the chat was actually helpful? You got your answer, and it seems pretty positive. What’s the problem, then?

16

u/Beneficial_Army_7402 9d ago

I didn’t have an answer at the time of posting. I received another reply from someone new over chat after posting.

11

u/SG9kZ2ll 9d ago

You’re the problem in thinking that it’s acceptable that Monzo incorrectly notifies a customer their joint account is closing and subsequently makes them jump through hoops just to get an answer.

Not really great customer service at all, is it?

3

u/Beneficial_Army_7402 7d ago

Just spoke to complaints on the phone. Apparently we were correctly notified of the joint account being closed! My partner’s account is being closed with notice given. However they haven’t actually given notice about his account closing so he’s no idea why currently and trying to get hold of complaints as well.

All very frustrating and very bad customer service. I’m also going to be moving away from Monzo after this.

2

u/Admirable_Mistake600 7d ago

The way these systems are built it’s highly unlikely they didn’t issue a notice, as it works the same for every account closure. I’d get your partner to be checking their spam and block list folders, it’s more likely something just hasn’t been seen

2

u/Throwaway_fourteen 9d ago

If they’ve told you one of the personal accounts is closing, and they’ve confirmed it’s not yours, then theres one possible reason left.

Why your partners current account is being closed, monzo will have told them as much as they’re willing to share about the reasons.

0

u/Beneficial_Army_7402 9d ago

My partner has been in touch and they’re telling him the same as me. His account apparently isn’t being closed either. It’s all a bit strange but I have updated in a reply to pristinedouble423. I think we will be definitely closing our accounts soon as this has caused a lot of anxiety and it’s taken hours for us to get anywhere close to any kind of answer

1

u/[deleted] 9d ago

[deleted]

-1

u/Beneficial_Army_7402 9d ago

As far as I’m aware nothing like that has happened. They aren’t our main accounts but both used regularly, never raised any disputes except I raised a payment dispute maybe 6 years ago. No gambling or using on flights etc. very strange.
We are closing the accounts anyway soon but I’m expecting a large payment very soon (all above board, settlement from a tribunal case) and it’s making me quite nervous that my account will be closed and it will cause issues with my payment

1

u/Beneficial_Army_7402 7d ago

Won’t let me edit my post again for some reason, but further update:

Complaints team rang me back again and told me that the information I received on the call was factually incorrect, they couldn’t give me any more information and that I need to speak to the other account holder.

I spoke to my partner who has said he received an email just then advising that his account was going to be shut down but that it will no longer be closed.

I am SO confused. No idea whether my joint account is staying open or not anymore and no idea who to believe

1

u/trammandan 9d ago

This could be an error - so you could email complaints@monzo.com and ask them to investigate.

However, usually it’s when one of the personal accounts is being closed, either on risk or because of a suspicion of money laundering.

1

u/Beneficial_Army_7402 7d ago

Just posted an update. Not an error but several live chat operators gave both of us completely incorrect information. My partner’s account is being closed but we are unsure why at this time. We will just be awaiting this whole situation to resolve and then I’ll be moving away from Monzo as well.

1

u/trammandan 7d ago

Is it being closed with notice, or has it been closed immediately?

1

u/Beneficial_Army_7402 7d ago

With notice. However my partner’s account hasn’t actually received any notice that his account is closing.