I know, but I was hoping that maybe we could get to the bottom of the problem as well!
I canāt remember the exact phrasing, but they tell you they really need to keep the lines free for those suffering hardship from COVID. It is a complete cop-out - this isnāt something new that happened last month any longer.
If you call the number, you will hear the message before you enter the menu system.
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Itās not a cop-out. The effects of COVID-19 continue to be felt, and people who may have had job last month may yet find themselves made redundant, as companies continue to cut jobs. And as local lockdowns continue to be applied, people in different areas of the country may find themselves in difficult circumstances at different times.
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I didnāt mean that. What I mean is that this isnāt something that has caught customer support off-guard like it did six months ago. Almost all companies have adapted - telling people to hang up unless it is extremely urgent has not been a thing for quite long time now.
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EE, BT, Halifax, Hastings, and Citizenās Advice have all told me (on their pre-recorded messages) of various expectations, including using other forms of communication if Iām not suffering hardship, within the last 4 weeks.
Do they then disconnect your call, telling you that they canāt help you?
If youāre determined to find fault with Monzo, you most definitely will.
Who, or what is that aimed at?
It is surprising how many people are happy to put up with sub standard service. If this was happening with Revolut, you would be complaining louder than I am here.
It has been well documented over many months that Monzo support is not great (they even admit they are hiding Contact Usā buttons after all). They donāt let you talk to them on the phone, and if you manage to manipulate the menu options to get into a queue to talk to someone, they deliberately disconnect you after ten minutes of being on hold (I have not tried this myself, but it has been stated by many on here). They close tickets after you say the problem is not resolved, use a āchatā system (which is actually a messaging system, not chat) whose AI lacks awareness. So yes, I guess I can āfind faultā. What is more alarming is that people are defending the service provided. I guess they have never travelled abroad to see the vast gap between service in the UK and in some parts of the world.
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Over messenger? Facebook?
Do not like.
Iād much rather in app support became excellent again and was available to all (especially those who are using Monzo as their main account).
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In fairness all of those companies are saying that now and have been for some time.
Monzo however have been saying donāt call us and disconnecting callers after a few minutes since the very beginning and have been ignoring customers calling them out on it for years. COVID or not - itās poor service.
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