Xpollens, our banking partner and subsidiary of the French banking group Natixis - Banque Populaire - Caisse d'Epargne, may decide to suspend or close your account in accordance with the General Terms and Conditions in certain circumstances.
The following is a non-exhaustive list of the situations concerned:
Non-compliance with our General Terms and Conditions
Use of the account for fraudulent or criminal purposes
Abusive incoming and outgoing transactions
Misuse of our products, services or Customer Service
Use of Moneco account for non-personal purposes
Failure to respond to our requests for information
Sending inaccurate or false information or falsified documents
Use of the account in such a way as to damage our reputation or clientele
Failure to repay a debt owed to Moneco or Xpollens
Closure of account pursuant to law, regulation, court order, or other instruction
➕ Our detailed Terms & Conditions :
Account Terms & Conditions of Xpollens (our banking partner)
➡️ What should I do in this situation?
We're very sorry that your account is currently frozen. We share your frustration and understand that this situation is both unpleasant and blocking.
The decision to unfreeze your account must be taken by Xpollens, in accordance with its approval and its commitments to the French regulator.
Please be assured, however, that we are doing everything in our power to defend our users' accounts and to keep the time taken to analyze them as short as possible. However, this may take several working days.
We thank you for your understanding and patience.