Customer service and Monese reviews
Monese account holders can contact customer support by calling between 8am and 5pm on weekdays. Alternatively, you can email the team any time or send a chat message from the app, though you should only expect a response within office hours.
In contrast to other online accounts in the UK, Monese offers multi-lingual support when communicating with the support team. That is, you can speak, write or chat-message the team in any of 14 different languages.
There is no emergency contact number/email for urgent problems with the account at the weekend. Instead, it is encouraged you look up answers to queries in the online help section before trying to get help from a Monese representative.
Customer reviews are mostly positive about Monese, but there have been consistent, negative reviews about the company in recent months. Many users complain of very slow transfers or funds being held by Monese with no way to access it, and no explanation about why Monese has frozen the account. Some have said that after multiple calls or emails, they still haven’t got access to their money (often several thousands of pounds) or a reason for why the account was blocked.
It’s common to see users complaining about the lack of extremely slow responses from Monese support, which is concerning. One user was given the explanation that Monese has fewer staff working at the moment due to the coronavirus crisis.
Others have raised an issue with the support team about SEPA transfers being lost, but without getting a reply from customer support for many days. Clearly, Monese is burdened with the volume of customer issues, but that shouldn’t be an excuse not to communicate or try to resolve people’s issues promptly.