Looks like the table app uses the website not āin storeā and most cashback in store doesnāt allow website purchases. Your purchase is from Nandos.co.uk
Itās probably something Monzo need to change. Iām sure they will.
It would explain why ordering from the cashier went through fine.
The link just isnāt on that page at all for me now. Iām in the same boat as @urban
This is the flow Iām getting (managed to get a free text box appear by going Flex ā Something else)
I presume chat is at the end of the free text box.
Thatās what I have now. I donāt know if typing opens a chat though.
Itās insane how complex it can be to speak to Monzo, and I donāt know why they insist on doubling down on their support trashing.
I donāt have the chat with us option either, I only just switched to Monzo so this isnāt helping with my usual paranoia about things going wrong. 
Might end up giving RBS a go when my C&Co account is set up. 
Is this worth any of you panicking about when you donāt actually need support?
You donāt know what the flow does or where it ends up if youāre only half filling it in and making up potential scenarios.
I want to know if support can be easily accessed before I need it. I donāt think thatās unreasonable, nor is anyone panicking.
But then thereās the argument of do you need support agents when the self help articles are quite simplified and talk you through how to resolve most problems you might face (having worked support there; the questions you get are ridiculous at times and mostly result in staff sending what the help article says - as staff canāt do most things the customer can).
But if you donāt know what your issue is, you donāt know where the flow ends up?
People donāt want to test it fully and get through to a support agent for being frauded when they donāt actually need that support.
Itās half a test and then acting like itās failed.
I suspect I can speak to someone, and Iām satisfied with the flow I have.
I think it should be easier. Again I donāt think thatās unreasonable.
Plenty of other companies with similar or larger customer numbers manage. I donāt buy that Monzo couldnāt.
I know some folk here like to just take an opposing stance because it doesnāt affect them, but this clearly is an issue for enough customers and thereāre enough posts of people confused or outright unable to speak to their bank that Iām satisfied it needs to be improved.
Direct people by all means if possible, but it should be easy to speak to someone via chat or phone for a financial ācentreā app.
I mean, kinda.
That Tap here to get started link in @ndrwās screenshot isnāt there on mine, so I canāt get far enough to even make up a scenario.
I need to know my bank will have my back when I eventually need it. But if I canāt even find a way to get to the chat directly in the Monzo app, itās real off putting. Just makes the revamped Monzo Plusās job of luring me back even harder.
My shortcut works, yes. But this all just leaves me feeling for how long?
Over the last 9 years how many times have you, or others here, needed to actually contact monzo for something thatās wrong - that canāt be fixed by self help or here?
Here shouldnāt be a resource. Self help is there but lots of times people want to and should be able to talk to someone.
I just think judging it based on maybe/if when you donāt need it isnāt a fair test.
Again thatās very self focused as a reply. Iāve contacted Monzo a few times, and generally it was positive (though the passing to and fro is really annoying) but it does not matter what I might need, itās a broader issue that some people might need more help than you.
Good for you if you never need support. Youāre not affected if they make it easier or harder either way. So why do you care that other people care?
Engaging in conversation doesnāt ultimately mean I need to care.
Itās generally known monzo support isnāt the greatest, so why these folk donāt talk with their feet and go elsewhere for better support then strive for (albeit made up in head scenarios theyāve never needed before).
Iām not sure why peopleās solution to customer service issues is always to suggest people just leave Monzo. This forum should be a place where people who want to continue using Monzo, because generally they are happy with it, can feedback that certain areas such as customer service need work.
I have found customer service very annoying at times but it doesnāt make me want to leave Monzo, it makes me want them to do better.
I just find it weird how some posters are quite against Monzo making support easier to access while at the same time saying they donāt ever need support.
ājust leave Monzoā is a cop out answer, sorry.
Support should be easy, simple and as stress free as possible.
If an app or company need so many FAQās then perhaps they should wonder why they need so many, and try to fix some of the issues before they become support issues.
I have. Chase have everything of mine now. Doesnāt mean Iāve stopped caring about Monzo. I want to be able to bank on Monzo again. Hence my contributions to these discussions.
I needed to contact them a couple of weeks ago because a refund to me was declined by Monzo. It was an absolute fucking nightmare trying to contact them - you canāt report that kind of transaction as āsomething wrong with this transactionā.
