Drue Etheridge

I have been a long term MoonPay customer and have always used the platform legitimately. Out of nowhere my account was suddenly disabled with the message “non compliance with our Terms and Conditions.”

I received no prior warning, no email notification, and no explanation. My account was simply locked and my £1,000 balance is now inaccessible.

I have contacted support several times and made it clear that I am happy to verify anything they need. So far there has been silence and no resolution. It is extremely disappointing that a company handling customer funds can act this way without transparency or communication.

This review will be removed once my account is rightfully reinstated and my funds are accessible again.

Update: Moonpay wrongfully closed my account due to a vague “deviation” of their Terms and Conditions despite never having breached them. Moonpay are in breach of their own Terms and Conditions. They have additionally requested my information to locate my Moonpay account both by Trustpilot and Twitter.

As per Moonpay’s own Terms and Conditions:

11.2 In the case of any such suspension, MoonPay shall make reasonable efforts to inform you about the withholding or suspension, provided that such disclosure:

11.2.1 is not in breach of any applicable law or regulation and does not contravene the instruction of any competent authority or regulator; and

11.2.2 would not compromise MoonPay's reasonable security measures.

Not at any point was I contacted by Moonpay to alert me as to the suspension, and conditions 11.2.1, and 11.2.2 have not been met to have had the ability to not inform me.

In addition, under the Financial Conduct Authority’s (FCA’s) Consumer Duty, an institution must provide a customer with a Fair Opportunity to Comment before taking any punitive action. In my case, this institution has not provided me with any opportunity to comment, prior to then suspending my account without informing me, and then terminating the same whilst breaching their own Terms and Conditions.

It is also included in Moonpay’s Terms and Conditions that they may withdraw all facilities (i.e. terminate an account) so as long as one month’s notice has been provided. They did not provide me with any notice, and these decisions were made overnight without any notification.

Again, Moonpay, please kindly reinstate my account as I have not breached your Terms and Conditions. Once that’s done, I will remove this review.

Please do note that should I require to amend this review on one further occasion without the remedy requested being supplied, the review won’t then be removed upon rectification of your wrongdoing, but only amended once again.

The so-called “enforcement agent” they sent to repossess my vehicle was nothing more than an abusive, aggressive thug. He showed up clearly agitated, escalated the situation, and called me a “spaka” — despite full awareness of my mental health history and vulnerability.

This isn’t just unprofessional — it’s outright discrimination. There was zero duty of care, zero compassion, and a total disregard for basic decency or lawful conduct.

They should not be trusted to operate around the vulnerable or in any capacity representing financial firms. I’ve submitted complaints to the OFR, CIVEA, and am preparing further action under the Equality Act 2010 and Human Rights Act 1998.

If your lender is using Anglia UK — challenge it. They are not fit to operate.

This is not just poor service — this is calculated misconduct.

They ignored multiple formal complaints for over a year, then unlawfully repossessed my vehicle using a third-party thug from Anglia UK who verbally abused me, calling me a “spaka” — despite Stellantis having full knowledge of my diagnosed mental health conditions and history of suicidal ideation. This wasn’t just unprofessional — it was discriminatory, degrading, and inhumane.

They sent legal documents to an address they knew I no longer lived at, failed to comply with their obligations under the FCA’s DISP and CONC rules, and are now threatening to charge me for replacement keys after they took the car. This is pure incompetence or willful negligence — likely both.

I’ve escalated this to the Financial Ombudsman, and will be pursuing legal action for discrimination, unlawful enforcement, and regulatory breach.

Do not finance a vehicle through Stellantis. You are nothing but a number to them — unless you complain. Then you’re a target.

I wouldn’t wish this company on my worst enemy.

UPDATE:

Take a moment to review the responses posted after mine. Notice the pattern? You’ve responded to others — yet deliberately ignored mine. I’ve been singled out, and it’s clear this is because I’m a vulnerable customer. Let me be clear: this will escalate, and you will be held accountable for the blatant discrimination and the wider misconduct you’ve shown throughout this process.

UPDATE:

Ah, is this the complaint that you literally just admitted to deleting a call recording made on the 14th February 2024 whereby your colleague laughed at me as I was explaining my VERY vulnerable situation? You are aware you need to retain data for 6 years as a regulated financial institution, so you’re admitting to breaching data protection legislation. The car will be rightfully returned to me, and your attempts to worm your way out of a situation caused by your inability to comply with regulation, discrimination against customers and attempts to evade scrutiny from your regulators. Let’s see what the FOS say.

bunch of scammers. blocked my money and told me last tuesday that i’d receive it in 48-72 hours. called today to be told it’s been referred to another team who will be in touch in due course. massive scam corporation, stay far far away from this company

Account was open for a week before being subsequently paused after trying to transfer my dividend payment of £6000 at the end of the week.

I have since had absolutely 0 correspondence from them this week and after providing them with what they asked for. Luckily, I managed to take the funds out of the account by doing minuscule transactions before they paused my account.

I will remove this review upon the release of the suspension of my account. To add, they say a pause is rare but they’ve paused both mine and my partners accounts for 2 completely separates businesses for the same reason, transferring our money.

I do not recommend this “bank” at all and please do not rely on this “bank” for your business. This may change if the issue is resolved hence why I have stated I’ll delete the review.

**UPDATE**

Upon uploading this review, Tide has sent me an email to let me know they’ve completed a full review and have decided to close my account (after no updates being provided for several days). To then state that I have made the decision to close my account is libellous.

If your account is paused and you aren’t getting a response from support or are getting robotic responses like me, upload a bad review, you will have a decision same day.

In case Tide decides to change their reply, they have stated:

“ We are sorry to see that you've taken the decision to close your account down and we will be sorry to see you go.”.

Amazing company - quick and hassle-free delivery, would highly recommend!

Great product and service. Fast delivery and ready for Christmas. Thanks for your business :)

Great as always, never a problem.