DH Monzo account has been frozen/blocked for over 5 weeks. He was told it was a technical fault and they were looking into it. We went on holiday so he just left it hoping it would be resolved by the time we got home. Another week or so went by and no resolution. He spoke to someone just over a week ago who said a new account needed to be set up, and on the same phone call they authorised a transfer from his Monzo account to another bank account as he needed access to some funds (he uses Monzo as his main bank so all funds are in there - not wise and a lesson learnt here).
He then spoke to someone on Tuesday this week who promised they would call him back by 6pm, but since then he’s had absolutely no communication from them. He’s spent hours trying to call the helpline (eventually you just get a message which says they will call back), messaged on the webchat which is mostly just a bot and sent numerous emails and a formal complaint which have all been ignored.
We’re a bit desperate now and very stressed. Does anyone have any experience of this or know of any way we can actually speak to someone and find out what’s going on?