25-ish hours for support?

Couldn’t they make this process automated/self services using AI to verify with a video selfie? I don’t think anyone would go through the trouble of a deep fake, just for a limit increase

Yea, this has been recommended many times. :frowning:

FYI never heard back. Ended up calling and after 10 minutes they basically said “oops… we missed it”

5 Likes

Welcome to the usual fantastic Monzo support experience ™️

6 Likes

God that’s terrible, I’d be fuming.
Just goes to show how inconsistent the support is.

1 Like

Time to get that formal complaint submitted now. Would be surprised if you didn’t get some form of token compensation payment. Sorry to hear you’ve had such a bad experience with Monzo here :neutral_face:

4 Likes

Actually that’s a good point I’d not considered. With a single chat, if you subsequently have another issue within that 8 hours, would you not be able to get assistance? :thinking:

2 Likes

40 minutes on the phone. Still waiting for an answer. Absolutely shocking.

4 Likes

Third phone call in.

3 Likes

Looks like we have now :slightly_frowning_face:

1 Like

4th call now

1 Like

I’m absolutely livid right now

1 Like

Posting repeatedly on here won’t help you feel any better. Have you tried reaching out via Twitter?

Also, going to tag @AlanDoe here see if he can find out what’s going on for you.

1 Like

I think venting frustration can definitely help people not explode when they do finally get through to support

2 Likes

I’m drawing attention to the absolutely abysmal service. It’s absolutely shocking. I want people to understand this is an issue that needs sorted, and Monzo can’t just let it fly under the radar. I really hope who have been victims of fraud don’t have to go through this

7 Likes

Alas this is a common vent; I don’t think you’re telling us anything new.

1 Like

Yeah, Alan can stick it on his big list of things that aren’t getting done and post a few :pray: emojis.

5 Likes

I think we should update the thread title to be “25 hours (and counting) for support?”

1 Like

This thread is ridiculous, we went through the process a few times in another thread when I had to do it in August last year. I’m pretty sure I recall @Dan5 saying you could raise the day before, I countered this because I tried a few times and I was always told no, so i think this thread proves you can’t. I had to raise my limits twice, however both times were simple as it was just before Monzo changed their support times so I sent the message at 00:01 on both days along with following messages answering the questions I knew they’d ask including the selfie. This meant I only had to actually speak to the cop once each time, what I did find is the limits were always raised a while before I actually received a reply to tell me it’s done so try and keep an eye on the limits section of the app.

This thread shows that Monzo really need to improve this. They could make it so much easier, Under your daily limit, have a button saying “Need to temporarily raise this limits?” Click that, fill out a form, why, when, how much, upload selfie. Press send, it goes straight to the right “Specialist”. It’s quite farcical really that this is still causing so much stress for people

Sorry this is happening for you @Tainted-Archer, I hope they pull their finger out soon.

16 Likes

Finally got through on the 17th minute of my 5th call. Thank you for your comment and highlighting the point I was trying to make.

4 Likes