I have submitted a change of name request, including the relevant details, and a copy of my deed poll. It has been rejected, and I would like to understand why? Deed poll is listed as one of the relevant pieces of evidence when you submit this request. This is the response I received.
Iād email support (help@monzo.com) as itās usually the quickest way to get unusual behaviour by support reviewed by someoneā¦ reasonable.
Thanks for the response. Iāve sent an email to that address.
This is going to start causing me problems with bills and my salary very soon. 
That is absolutely not the quickest way.
In app chat is where you need to speak with Monzo for a timely response, this is where most of their resource is seemingly allocated.
1 Like
Where can I find that?
- From the home screen, tap on āHelpā
- In the Help Search box, type ācontact usā and enter
- A list of possibles, including āContacting supportā should be shown - tap on it
- The Contacting support details are shown. In the section āChat with usā, tap on āTap here to get startedā
Thanks. Iāve got in touch, hopefully Iāll hear back soon!
1 Like
While in app chat might be the fastest, Iāve found they tend to be more focused on going through the support script and can sometimes get very confused by non-trivial issues. The email inbox on the other hand I have found to be checked by staff that are actually interested in getting to the root of the problem.
Iād also dispute the fastness of in-app chatā¦ Last week I had an issue where I was unable to make a payment which was fairly urgent and it took them 12+ hours to even give an initial response. Phone support were also unavailable after 45 mins of being on hold.
I ended up emailing and their response time wasnāt far off what I saw with the in-app chat.
1 Like
Sounds like you were lucky.
Monzo always direct people to using the app when it comes to support. Itās more secure and they can see all the nessasary detail without needing to request it.