Premier but my partner is a standard customer and is also very happy with their customer service.
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Incidentally situations like this and the collective advice/experience from you guys is one of the things I really like about this community 
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Premier get their own customer support I believe; not comparable but agreeably quick and efficient service is nice.
Called Lloyds a few times recently and they’ve been pleasant and quick too.
Probs deserves some thread of its own around service from banks 
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I think there are enough threads on this forum already singing the praises of legacy banks… you would be forgiven for thinking this place had nothing to do with Monzo, if their logo wasn’t there to remind you… 
A few positive threads about Monzo would make a nice change…
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My only hurdle is the speed of getting help with Monzo otherwise offeringwise I think Monzo is the best of the Neobanks. The combo of the current account and Flex I think is great. Being able to move a transaction up to 2 weeks after making it a nice feature.
FD tech sucks big time. Notifications are a total cluster-f
Notifications work fine for me. Better moving the rest of this convo to the fd thread though.
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I’m in two places with First Direct. Now that they’ve aligned logging in with the HSBC process and have multiple device support, I really enjoy them. In app chat support in my experience beats everyone too. The app is light, and unlike HSBC I can view card details.
Some things make me uncomfortable though. The quick telephony service is an IVR disguised as a human, and wait times to actual departments is as long as other banks.
They’ve seemingly made the working environment less friendly for their staff. It may seem small, but I’ve seen that toilet breaks now come out of unpaid lunch time. When speaking to them recently, I’m almost sure I can hear how deflated some staff are there.
Just a personal thing for me, but I like to take my custom to businesses that look after its staff well.
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Never waited more than a minute.
The use voice ID when giving postcode and surname and initials. Very quick.
How could you even accumulate to this?
Businesses manage metrics in many ways, but the union will frown on such processes if it was true.
Unless you have multiple legible sources to confirm, I doubt it’s true.
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Monzo are in control of their support - they can get positive threads if they wanted to!
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The onus is on Monzo to cultivate and drive that, not us as members who merely contribute in response to their actions.
There’s just not a whole lot to be excited about anymore, and a whole lot still justified in critiquing. Balance is always best, and I’d say we’re pretty balanced as a whole.
Monzo (at least on the UK side of things) are trending the wrong way and have been for the last few years. They’re behaving more like HSBC than Monzo (which might not be a bad thing at this stage in their life, but it’s not what many of us got on board for), and that’s trickling over into their treatment of the community. Using it more as a marketing and PR outlet than actually engaging in user feedback with the Flex team being a rare exception. Product marketers come here now to spin spiel, rather than product guys to talk about the really cool thing they made.
It makes for a more pessimistic tone in relation to monzo-esque discourse, where nothing stands up to scrutiny and there’s a sentiment of being hoodwinked. We’ve lost contributors as valuable as @Peter_G over it.
If Monzo ever course corrects and rights the ship, we’ll see optimism and positivity again. I know because it’s a sentiment I still have for the US side despite the recent departures from that team.
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I’d wondered where @Peter_G was. When I first started engaging in this community he seemed to be really active then when I took a wee break and came back he seemed to have disappeared.
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Just had a reply to my email saying refund me first and I’ll cancel the chargeback. They’ve said I need to cancel the chargeback because the funds are in hold…
Well I have my refund I guess it up to them to sort themselves out now. 
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I couldn’t agree more. I do hope they improve their CS offering.
That being said, I wouldn’t return to them. I find the app too messy and cluttered, and also a tad too advertorial these days.
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The only thing left to do, if anything, is add that email as evidence to your chargeback
I’ve kept them as per instructions from FD, in case they are requested. But now I’m just ignoring them and leaving it be. I’m on annual leave at the moment, my first since easter and I’m annoyed with myself I let this ruin my day yesterday by getting worked up about it…
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Your refund from first direct is temporary while the dispute is open.
The merchant has (I think) 45 days to respond to the dispute with relevant information supporting or defending the dispute.
If they don’t respond, you win by default, if they defend it, then first direct could possibly take the funds back.
Your funds paid to the merchant will be held by the payment processor and they can only refund once they’ve been released, however, they could also just not pay you and a second dispute is likely to be rejected.
So stick to your guns and by the sounds of it, they don’t have a chance in hell of winning so you’ll win, and they will get charged for the the dispute.
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I guess its down to my personal experience. As they don’t use an IVR (which itself has no wait time), I’ve found the first person to pick up can only do IVR styled ID and security before passing me on to someone else. When being passed on, I’ve found the wait times generally in line with other banks.
As for the toilet break issue, I was suprised by this too when I heard about it. And when I had a curious look, it seemed backed up recent Glassdoor reviews.
Again it could be my experience only, but I found their telephony staff firendly but seemingly demotivated.
That could just be the same person repeatedly posting. Maybe they got fired for taking too many toilet breaks?
Or just had excessive toilet breaks which is plausible for the business to say it will come out of their lunch break for abuse of policy?
Not a light decision on the business part but I don’t for one second believe people have zero toilet time.
I’m not fully sure of the timelines myself, and FD did say that if the merchants wins the dispute or they issue a refund then I will have to return the money. Which is fair. 2 of the three people I spoke to at FD and described what had happened basically said its unlikely the merchant would win, obviously they can’t guarantee it. I’m guessing the level of chargebacks they have judging from Trust Pilot makes me believe I should be okay. But I guess you never know. I’ve kept every email in case anyway.
They can’t guarantee it because it is out of their hands, but in order to win the merchant would need to show that the goods have been delivered.