I’ve been using it for years and have experienced none of what you describe.
I had one issue with closing an investment account, and they reached out to me to let me know there was an issue and proactively rebated me.
Problems being stuck payment during migration to another bank (after payment issues) and a frozen account after false positive on a fraud.
No those aren’t fuck off things they are fix them. Missing or stuck cash is not a go away thing unless you are utterly incompetent as an organisation.
Well then.
It’s two observations. Observations lead to questions which lead to collecting more data. Which lead to a conclusion that it is not pretty.
When managing risk you judge a company not on a good day but how they handle things on a bad day. And Monzo are terrible. It’s a pattern.
Go look and find.
You might be a statistician, but I'm also assuming you're human, with messy emotions (I am too). Two data points, even if they're really close and personal for you, is still only that, two data points.
I'm sure I'm going to find complaints. People aren't incensed and go online and post "hey everything's fine and went smoothly and I had no problems" when that's the case, they only do that when they're angry about something.
I don't have a Monzo account but I've been on the Internet long enough to recognize that bias, in myself, and others.