Monzo app goes down leaving hundreds of customers missing payments

MONZO'S app has gone down, leaving thousands of customers struggling to make payments and access their accounts.

Problems started at around 10am this morning, according to website Downdetector.

Check if you're entitled to compensation

More than 2,200 complaints have now been logged on the site, with customers reporting that they cannot access their app-based Monzo account or make payments.

Frustrated customers have taken to X (formally Twitter) to share that they're affected by the outage.

One customer said: "Any idea how long before you are back online gotta pay rent and unable to and even your phone lines are down."

Another said: "Just transferred money to my account and have not received it yet"

Can I claim compensation for the outage?

Banks don't have to pay out compensation to customers if there has been a drop in service, unlike how telecoms companies have to.

But if you have incurred costs as a result of service issues, it's likely you could get your money back.

For example, if a bill payment didn't go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.

If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.

If you spoke to anyone to try and resolve the problem, make a note of their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.

You can find out more details about how to complain on the bank's website.

It is worth gathering evidence of your problems so you can make a formal complaint to the bank directly.

What happens if my bank refuses to compensate me?

If you're unhappy with how the bank dealt with your problem, you can contact the free Financial Ombudsman Service (FOS).

It is an independent body that will consider the evidence you present and make a fair decision about the action a bank should take.

The FOS can usually get involved 15 days after you've raised concerns with the bank.

In the case of an IT system outage at a bank, the FOS says any compensation depends on your circumstances and whether you lost out as a result.

If it thinks you did, it has the power to tell the bank to reimburse any fees, charges, or fines you were hit with, for example, if you were unable to make a payment on a credit card bill or to your mortgage provider.

It could also tell a bank to pay you for any money you didn't receive, such as interest, if you weren't able to pay money in.

If your credit score was affected, it may tell the bank to correct your credit file.

The FOS might also tell the bank to reimburse you for any extra costs you had to make, such as phone calls or trips to your local branch, as well as a payment for any inconvenience it caused.