Very bad

Very bad and unprofessional. Monese contacted me after I posted review below to ask for further details which I emailed. I replied to them, but for some reason they never replied back and consequently Monese removed my comments with explanation that these are not genuine. No wonder Monese has got such high excellent score if they remove comments they don't like...
My brother is a student. He opened an account with Monese several months ago. This week he received the first payment on his account. He tried withdrawing some cash out, but the card was instantly blocked. He called Monese support and after about three days he finally managed to get hold of them. The customer assistant couldn't work out why the card wasn't working and told my brother he will be in touch via email in a few hours. What followed was very disappointing. Instead of sorting things out and finding the cause of the problem, Monese actually instantly closed his account, plus blocked the app on his phone. The explanation he received in an email was that his account did not comply with security standard and therefore they shut his account.
We don't understand it! How can one single transaction from his family member, from the well known UK Bank sterling account be of any security alert? It seems to us they had no clue how to work the problem out, so it was easier to shut the account down. My brother is so, so disappointed. Apparently it will take 7-10 working days to get his money out of Monese account. Having read other reviews he is now really worried that it may take longer to receive his money. To me this is a terrible service, very unprofessional and worrying. Be alert because If you haven't got an alternative