I had this too, the TestFlight version released today ha fixed it 
Yes this certainly seems to be the case but just to echo @anon77734705, @anon80084635 and @anon41219820 this definitely isn’t a new norm - we wouldn’t be comfortable with this at all.
I’m actually in the process of sending surveys out to any users who’ve given us a rating after a chat recently, with a few questions to work out how wait times and a few other factors affect the way you feel about a conversation.
If you gave us a rating after we responded then you’ll most likely receive this next week too, so please do fill it out! Would love to hear your thoughts and the more responses the better. This will inform what our wait time targets should be going forward! 
This is fixed for me now 
Anyone else still seeing the issue?
Thanks to all the Monzo staff who replied to explain the current support wait times 
Once I did get through to a support operative they were friendly and helpful, so I can’t fault that
I waited about 20 hours yesterday (by which time the problem had fixed itself, and I’d already updated the thread to say so). I didn’t want to give a crap rating in case it affected the individual- is that correct?
Not to worry, it won’t affect any individual. Thanks for considering that though
I didn’t receive the survey… are they coming?
There’s a couple of different variables I’ve had to apply to make sure we’re not sending out duplicate surveys, I suspect this might be the case. Thanks very much for checking in on this!
Happy to take a look into why if you could send over your email address in a DM