I’m hopeful that as part of Monzo’s push to reduce chat inbound, they will review things like this which require users to contact support.
It makes no sense to me that I have to go through the live chat to raise a limit. The user journey (in my view at least) should be this:
- I have a button on my limits page saying 'Request a temporary limit increase"
- I’m presented with a form where I fill out the details: How much, to who, why, what date etc
- I submit the form and upload a selfie with ID
- Ideally this is then automatically approved. If Monzo feel a human always needs to be involved, the COp now knows that they should have everything they need to make a decision without going back to the customer*. This should lead to a guarantee-able turn around time for these requests.
*Obviously there will always be cases where someone fills in “None of your business” or similar to the Why question, but that’s still a pretty clear reason to decline.