Why we might need to block or close an account
We understand that this is a difficult situation. We want to be as open as we can about why your account might be blocked or closed, as we never take this decision lightly. Our main priority is to protect our customers and to prevent Monzo from being used for illegal activities.
There are a few general reasons for blocking or closing an account:
We spot unusual activity: Our fraud systems are designed to detect signs that an account might be used for criminal activity. When we see this, we take immediate action to protect people's money.
A request from law enforcement: Sometimes, we are legally required to block or close an account as part of a financial crime investigation. In these situations, we have to cooperate with law enforcement.
To protect your money: If we believe someone else may have gained access to your account, we'll block it to keep your money safe. If we can confirm it's definitely you, we'll unblock it.
We know you'll have questions, and we understand this can be very difficult. Due to legal restrictions, we may not be able to tell you the specific reason why your account was blocked or closed. We know this isn't ideal, but it's to ensure the integrity of the investigation.
