Is the balance off right now? Perhaps, and there is more work to do, but it isn’t something I work on directly so I can’t really say much here (my work is just Card Payment Disputes).
I will say this, in-app access to high quality support chat with humans for 100% of questions is simply unsustainable at scale given Monzo’s wide appeal and a service that almost everyone gets for free.
Support wait times have been unacceptably long at many points in Monzo’s life and most questions are, in reality, answered by a single saved response. We promised everyone that we would fix the frustratingly long wait times but at the same time, hiring and training high quality support staff is expensive so we have to find ways to balance all of the requirements.
Overall, we want you to be able to solve all common issues yourself in the app at any time of any day from anywhere on earth, then provide that high quality human support for situations where for whatever reason, you cannot do that. That is something that can scale very well into the future of Monzo in our mission of making money work for everyone.
The number of people who came to the forum was unexpected, it’s like putting pipework together and finding there’s a leak somewhere. We’ll figure out what causes it and hopefully fix the major cases where people are finding dead ends or otherwise giving up.