Every time I contact Monzo I’m reminded why I could never use them as my main bank account.
Edit - he’s now trying to tell me my screen shot clearly shows it’s closed - when it clearly shows it isn’t. 
4 Likes
That’s so bad.
3 Likes
I can’t work out if it’s AI I’m talking to or just someone who really doesn’t understand.
What’s a subsciwrong
3 Likes
It’ll be a typing shortcut, I forget what system they use, it helps build them sentences at speed.
It’s a human, but they’re clearly not very good at their job from a quality perspective. At this time, probably based in South Africa.
Edit:
I think it was this.
1 Like
They no longer provide info from Experian right?
So the text shortcut is wrong either way
1 Like
I passed it onto their complaints team as I couldn’t take much more of that conversation.
3 Likes
Trust me when it comes to credit report stuff Monzo have no idea what they are doing and will default to “it’s the credit agency” before they do anything to your account.
I just don’t understand how Monzo cannot see that the customer service is dire and clearly outsourced to people who have no idea what they are doing or talking about. And frankly have few customer service skills (often rude).
I’m sure half of it is not even their fault; they’re just reading a script; but there is no drive for them to actually resolve an issue for a customer. It feels like they just want to move on from you as soon as you say hello.
So yeah, good luck.
5 Likes
Agreed they are dreadful. I’d never use them for any more than sending money back and forward between family/friends that also use Monzo.
I’ve logged a complaint and also a dispute with Equifax so I’m confident it’ll get sorted one way or another.
I don’t know where to start, but maybe a collective complaint to MSE to campaign to the FCA might finally force all banks to only source customer service domestically. For a product that has such a high level of liability, outsourcing customer service is not acceptable. Profitability shouldn’t overpower data sovereignty.
Subscription, but a typo? 
2 Likes
This really wouldn’t be good. Monzo can get 3-4 south African COps for what they’d have to pay a single UK person. So you’d end up with incredibly long wait times for chat, with service that would likely only be slightly better.
Happy to be corrected on the cost of hiring staff, but the figure is somewhere around 3 people per 1 UK salary.
They won’t be able to do that. Monzo has customer service based in the UK, but like most companies it is cheaper to outsource offshore.
It’s no wonder EE and BT Group are the most expensive packages, service comes at a cost.
It’s not a problem outsourcing, it’s the training and quality that isn’t followed from the UK based centres that becomes the problem.
1 Like
I’ve worked on a helpdesk before and my opinion might be biased, but as a Customer Support person, it would be incredibly difficult to understand what constitutes a good service unless you have experienced the culture yourself. A former colleague’s boyfriend works for Lloyds CS via a UK agency, and even he took some time to accustom to UK customer service, coming from abroad.
I would definitely have the same wishy washy attitude had I been an outsourced Customer Support in South Africa.
3 Likes
Average wage/national minimum:
You could hire 10 ZA colleagues for the price of one here.
BRB just moving to Cape Town:
I just went by minimum wage, as places like teleperformance etc don’t pay anything higher afaik.
1 Like
I keep forgetting Monzo positions their value with Greggs and Primark. 
2 Likes
I could do with a Primark cashback. Holiday coming up and man needs some short shorts.
1 Like
Cheddar are offering 6% right now.
Not interested using any of those things. I want simple
1 Like
