I’ve used Monzo chat support before and had a great experience, really quick and responsive. Today is totally different, I sent my first message 3 hours ago and I’ve only just got an initial reply, and been placed in a separate queue.
I went Full Monzo 3 months ago, is this normal service standards now?
It’s not urgent, it’s a change to the account. But if I went into my old Bank branch, I wouldn’t expect to wait one a queue for three hours, then move to another.
It isn’t normal. Although wait times have increased as the customer base has grown. Support are under heavy stress at the moment due to a couple of new feature releases and the new navigation.
It should settle down once COps get back on top of it.
Hopefully they can get a grip on it soon. I would also hope, to my own detriment, that new users are prioritised right now so that new signups don’t just abandon their accounts quickly. I don’t agree with it, but it makes business sense.
Posted on one of the many other ‘Lack of Support’ threads.
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I don’t think it is coincidence that there are numerous discrete threads concerning this issue, if you search the boards. A lot of posts but little response from the powers that be, or moderators.
I created a thread also mate 3 hours? i’ve waited almost 6 days.
First concern was raised thursday > was told its been esclated monday get a response saying oh shes gonna esclate it again?
Its a flipping joke im getting so pissed off as its in relation to a dispute its a bloody joke now never had an issue with monzo but if this carries on starlings the choice ffs.
I was told 3 hours last night. It’s just ticked over to the 10th hour. Maybe they scanned my query and know I want to cancel Monzo Plus and want a refund so they’re shoving me to the bottom of the queue
The totally reasonable wish to cancel Monzo Plus could be one of the big drivers of the current wait times tbh. There are many, many people currently wanting to do exactly that.
I started a chat on thursday to get something sorted on my account… still haven’t got a proper response, just that I will be passed onto a specialist twice, it’s been 6 days now…
I know they are under strain but they have also been pushing the growth heavily so should have been better prepared for it!
Same issue but over 12 hours now. I’ve had it and off to one of the competitors. Monzo should have put a cap on new accounts until they had the infrastructure to manage them.