25-ish hours for support?

What if you need to communicate in an emergency?

and what happens in my case where I was quoted 8 hours, the time expired. After 8 hours does my account chat block automatically get lifted? Or am I just stuck in a limbo of not being able to do anything?

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My main issue there would be if you do have additional information - this could even be for them to stop the help (which helps Monzo) or worse, you need to contact them about a different issue that might be even more important.

So long as a single thread help-chat is here, ignoring messages absolutely should not be.

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The mute part is only for these requests isn’t it? In the times I’ve spoken to Monzo, they have seen further messages I’ve sent and I’ve never had the note that they won’t see anything else.

I’m sure someone said you can still report a transaction.

If it’s longer than quoted then the same still applies, you need to keep waiting. “ITS BEEN 8 HOURS, TALK TO ME!!111one” isn’t going to get your limit raised any quicker.

If it’s longer than quoted then the same still applies, you need to keep waiting. “ITS BEEN 8 HOURS, TALK TO ME!!111one” isn’t going to get your limit raised any quicker.

except when I called and it was raised in 5 minutes, so clearly this is absolute nonsense.

Make up your mind :laughing:

Yes. It look 5 calls to get through to Monzo. But when I actually got through it took less than 5 minutes for the work to be carried out. None of my previous comments have invalidated anything I have said.

I really don’t understand, every time I visit this forum you are a die hard Monzo fanboy who tries to justify everything the company does.

If it takes 5 minutes to actually carry out the work, the process is completely broken.

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Apart from all the times I suggest/recommend/advise people not to do this and to use another bank.

You keep contradicting yourself. Just because I’ve pointed that out and don’t agree with you, doesn’t make me a fanboy and just makes you look like you’re ranting and can’t communicate.

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So why are you in here arguing against a change in process to improve the company? it’s insanity

No, it’s generally just a part of the chat, normally it’s if you get passed over to a “specialist”, I do agree with others above that this is a big problem as depending on your issues it could take literal days for a specialist to reply.

I do however understand why they won’t see any of the messages until the specialist arrives, it’s a sad limitation of the single threaded chat approach they built to replace intercom. If they allowed you to have multiple chats then it wouldn’t be an issue.

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Please explain where I have contradicted myself once?

You’re so angry about it all (understandably!) that you’re not actually reading what I’ve said.

What’s to stop someone opening multiple messages saying “Have you answered my question yet?! WHY IS THIS STILL NOT FIXED” etc. etc.

I wonder if actually it just tells the front end user that it’s muted, and won’t go through, but they still do? Have Monzo confirmed this is the case? Instead it’s a psychological thing to stop people spamming their chat etc.

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I guess there isn’t but thats an issue that a lot of companies face but it’s a much better situation to have rather than a customer in dire straits not being able to reach you in an emergency. If the phone lines were more reliable then i’d agree it’s not such a big deal but from what I have heard and read the phones lines appear to be atrocious.

No not a chance. It’s an obvious limitation really when you think about it. You come through to the chat with an issue, the chat gets triaged for the front line CoPs. When they pass you to a specialist, it leaves their system and as far as they’re concerned they’ve done their job and helped you. You’re now in a queue for the specialist team you need, effectively no mans land, your previous CoP no longer sees your messages and because you’re not connected to a specialist yet then they don’t either. It’s quite logical really and there’s not really any way around it short of having some ai that tries to decide if your new message is chasing the last issue or raising a new one, but even if they could do that and get it right 99% of the time, you can’t split it into a different thread because it’s a single threaded chat, therefore your chat would get confusing with two teams speaking to you.

It’s all by design, however it makes you question how well thought through the ramifications of those decisions were.

A bank can have to deal with some seriously vulnerable customers, and in rare instances, Monzo’s current chat system could cause some serious harm, it’s just luck really that it hasn’t yet(just my opinion before anyone jumps on me). Money issues can easily push people over the edge, i’ve been in the :poop:with money before and I know what it’s like, these people need to be able to speak to their bank. As much as people like to think it doesn’t, money does make the world go round and you should be able to talk to the company that handles your money when you need to.

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I can completely relate to the Monzo customer service for raising account limits.

My experience less than 4 months ago after saving for several years with Monzo, I needed to raise the limit to transfer some money for a car purchase.

I put the transfer request in during the working day on a Thursday at around 4pm, and received some information that it would be transferred to someone to raise the limit.

10pm on the Friday comes around, and there’s still no limit increase, I ended up having to contact the car dealer because I had missed the cut-off date as I was picking it up Saturday.

I even tried the “emergency” support option in the Monzo chat with the assumption that there would be partial customer support through the night, but this didn’t work, no one appeared to categorise this as an urgent scenario and yet the savings for several years came down to that very day.

In the end, I did manage to get someone to raise the limit, after being on a call on hold for 20 minutes, and the person over the phone did h raise in a few seconds and even then themselves couldn’t understand why the person in the chat I previously spoke to couldn’t complete this raise.

It seems unrealistic and not good on Monzo’s part.

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Are we still counting?

No, but we don’t know how long it actually took. I suspect 26-28?

lol at whoever changed the title :laughing:

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I just had reason to contact support about a card payment that failed and had a reply within about 25 mins so they are not always bad!!

Apart from in this case, they actually forgot to do the transaction. A message to remind them after 8 hours or whatever would have been useful for them too, if they were able to read it.

Correct, nothing else needs to be said