Monexglobal: most-reported complaints
Automated analysis of 257 public Trustpilot reviews published 2019-06-09 to 2026-09-01. TrustScore 4.9 from 1,378 total reviews — see the Trustpilot page. Quick answer: is Monexglobal legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report billing errors, which accounted for 21% of the 43 identified complaints. Support issues were also common, with 19% of complaints citing unreachable support and 12% describing support as unhelpful. The remaining 19% of complaints fell under other categories. Trends indicate that billing error reports are falling, while unreachable support reports are rising.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2026-09-11, uses Trustpilot’s paid features, and last replied to a negative review on 2025-11-13 — more than six months ago. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.9 across 10 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 0.0d) · 2026-08-20 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-09-03 (100%, 0.0d) · 2026-09-08 (100%, 0.0d) · 2026-09-12 (100%, 0.0d) · 2026-09-15 (100%, 0.0d) · 2026-09-18 (100%, 0.0d) · 2026-09-21 (100%, 0.0d).
Severity: 21% of this company’s 43 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.1 days between the experience and publishing their negative review (27 reviews record both dates).
Measured reply time: across 42 negative reviews that received a public reply, the median wait was 9.9 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 42 company replies to negative reviews analysed, 50% engaged with the specific problem and 38% were generic templates.
Review provenance: 210 company-invited reviews in the recent window average 4.95★, while 20 organic (uninvited) reviews average 4.45★.
43% of its 218 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: billing errors makes up 21% of this company’s complaints vs a 13% median across 116 ranked companies in its sector.
Review velocity: 227 of this company’s 1,378 Trustpilot reviews (16%) were written in the last 12 months.
What are the most common complaints about Monexglobal?
Billing errors
9 reports · 21% of complaintsfalling“Funds were debited from my account on 12/19/22. I never received confirmation that the funds were sent”
The company replied on 2023-02-13: “Thank you for your open and honest feedback! We are committed to providing a fast and easy way to transfer funds and regret your experience with this particular transaction didn't meet the quality of…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“you just wired the funds to the wrong company name!”
The company replied on 2022-07-28: “Thank you for trusting Monex USA to deliver your global payments, we appreciate your open and honest feedback. We can confirm the funds were only wired to the correct account and all issues were…”
Our classifier read this reply as a deflection.
“They suddenly closed the holding account after transferring $ 13,000 to this account without explaining why.”
The company replied on 2022-01-07: “Thank you for the opportunity to address your feedback. We regret your experience with Tempus didn't meet your expectations. In consideration of our strict state and federal compliance regulations,…”
Our classifier read this reply as a deflection.
Support unreachable
8 reports · 19% of complaintsrising since 2023-06“Sam Mackenzie doesn't reply to email or answer phone.”
The company replied on 2025-11-13: “We’re very sorry to hear about your recent experience and the difficulty in reaching our team. This isn’t the level of service we strive to provide. We take your feedback seriously and would like to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Funds were debited from my account on 12/19/22. I never received confirmation that the funds were sent”
The company replied on 2023-02-13: “Thank you for your open and honest feedback! We are committed to providing a fast and easy way to transfer funds and regret your experience with this particular transaction didn't meet the quality of…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I submitted a request about a week ago and no one responded to my request until I sent a second request today.”
The company replied on 2026-05-29: “Thank you for your feedback. Your feedback is valuable and helps us improve our responsiveness and communication processes. Thank you for your patience and for continuing to work with Monex.”
Our classifier read this reply as a template response.
Other
8 reports · 19% of complaintssteady“Total screw up!!!”
“rates they offer on the British and Euro currencies are less favorable”
The company replied on 2025-07-03: “Thank you for your honest and thoughtful feedback. We're glad to hear you find our platform user-friendly—that's something we continually strive for. We also appreciate your insights on our rates and…”
Our classifier read this reply as a template response.
“doesn't offer a way to show previous quotes on same currency.”
The company replied on 2024-03-15: “Thank you for your feedback! We appreciate your input and your account manager has reached out to resolve the questions you had about the portal. Thank you for choosing Monex USA. We appreciate your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
5 reports · 12% of complaintsfalling“He kept making excuses and finally when our owner talked to him he said he'd honor”
The company replied on 2022-07-29: “Thank you for trusting Monex USA to deliver your global payments, we appreciate your open and honest feedback. We do regret your experience with this particular transaction didn't meet the quality of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Condescending customer help.”
The company replied on 2024-06-07: “Thank you for taking the time to share your feedback. Monex USA strives to provide respectful and helpful service to all our clients, and we are sorry to hear that you felt the process was unclear.…”
Our classifier read this reply as a template response.
“They always wanted more.”
The company replied on 2022-11-30: “Thank you for the opportunity to address your feedback. We regret your experience with us didn't meet your expectations. In consideration of our strict state and federal compliance regulations,…”
Our classifier read this reply as a template response.
Overcharging
5 reports · 12% of complaintsrising since 2023-06“The exchange fee for yen is higher than it used to be.”
The company replied on 2025-11-07: “Thank you for your feedback. We appreciate you sharing this with us. Exchange rates fluctuate over time, but we always aim to remain competitive. We’d be happy to review your pricing with you to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I payed $25022 ! It should have been around $2200 max”
“The excuse was then that they did not put the deal in until after the market was closed”
The company replied on 2022-11-30: “Thank you for your open and honest feedback! We are committed to providing a fast and easy way to transfer funds and regret your experience with this particular transaction didn't meet the quality of…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Misleading pricing
4 reports · 9% of complaintsrising since 2023-06“The excuse was then that they did not put the deal in until after the market was closed”
The company replied on 2022-11-30: “Thank you for your open and honest feedback! We are committed to providing a fast and easy way to transfer funds and regret your experience with this particular transaction didn't meet the quality of…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“He kept making excuses and finally when our owner talked to him he said he'd honor”
The company replied on 2022-07-29: “Thank you for trusting Monex USA to deliver your global payments, we appreciate your open and honest feedback. We do regret your experience with this particular transaction didn't meet the quality of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Monex promised me they'd charge us .5% over the market rate”
Compare Monexglobal with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.