an investigation by BBC Watchdog Live. The freezes leave customers unable to make withdrawals or transactions and have prevented wages set to be deposited into frozen accounts from being paid.Customers have expressed frustration with Monzo's customer service, with some even reporting to Watchdog Live that, in response to complaints over not being able to pay for food, travel, or rent, the bank recommended borrowing from friends and family or referred them to shelters for the homeless.
While experts told Watchdog Live that the bank should know the outcomes of investigations after 14 days and customers should regain access to their money at that point, Monzo has told customers they should get their money back in 2-4 weeks, and Watchdog Live has heard of customers waiting even longer. It's important to note, however, that it is unknown whether this deviates from averages for other financial institutions.
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