For me, there’s certainly a few things on the app side of things that could definitely be better.
The budgeting tools are very basic and don’t really add, or do much, to elevate the experience. They just sort of exist, and I do find that the thing I miss the most since moving to Chase is Monzo’s balance graph. It’s the one area of the app where I feel like they’re behind all the other fintechs.
Accounts not having their own dedicated virtual card numbers felt like a miss to me from the outset, and I’ve been hoping it’d be something they would eventually add. And I still hope that. I think that will elevate their approach to banking up a notch from where it is now.
Those are the biggies for me.
But I don’t think it’s fair to characterise them as stagnant. They’ve come a long way since launching and haven’t really stopped at all. And I think, overall, during that time, they’ve built the nicest package. And their sense of direction is much better than either Monzo are Starling in terms of how Chase has been evolving over time.
Chase have nailed the basics better than anyone else, and seem to have taken greater care in crafting that experience. And that really shows in the attention to detail with the littler things. Things like:
actually being upfront and transparent with your customers when there are problems, instead of ignoring them.
Remembering that transactions will sometimes settle at a different amount and keeping the customer informed with an additional push notification when that happens.
The extra thoughtful functionality they’ve added to the 3DS flow to complement their banking approach.
customer support that’s 24/7 and doesn’t totally suck.
If I wasn’t on their shit list for closing my account years ago I’d probably have gone full Chase rather than full Monzo when I changed from Starling last month.
I’m the same, also on the shit list. Think I’d happily go full chase compared to when I closed my account when they didn’t have direct debits etc and when I transferred money it went missing for hours .
Their app feels unresponsive, but knowing my luck the data probably suggests otherwise. Android btw.
Both in regards to opening+navigating and verifying payments/3DS. This could just be a UX/UI tweak to make it feel more fluid and less abrupt.
Big things they are missing banking wise are:
Paying in cash
Paying in cheques (cheque imaging is the ideal)
If they could just steal the budgeting tools and features from Monzo that’d be great, that’s a place where I think Monzo hands down beats everyone else.
They have a great product of 1% cashback and 4.1% interest on what basically functions like a current account.
I don’t find the app unresponsive on Apple but I do find the balance and transaction list often lags behind. I can open the app, see my balance from a few days ago and think “okay, things are looking fine” and then it refreshes itself some seconds later with the true balance and actual recent transactions.
It’s a small but annoying UX issue for me. I’m not sure why the transaction push notifications don’t act as a signal to the app that they need to refresh the balance before the app is next opened.
Same, the biggest reason I never really used Chase after opening and now the good 1% deal is ending for me next month.
I’m not even considering paying my salary in when the app is dog slow and the whole card number; but it’s not your actual card number rubbish puts me off too.
Happened to me this week. Went to make an unexpected larger payment and checked my account to see if my balance is sufficient. Sure, got enough money, so I try to pay.
DECLINED
announces the receptionist. So I fumble about and check the app again. Sure enough, my balance decreased by a DD that morning but the balance and transaction list didn’t update until about 30 seconds in.
Transferred money, paid and looked like a right tit.
There used to be a cheeky cheatsydoodle way around it with Starling but they have got really strict about it. If I remember correctly from reddit someone basically convinced the staff to remove their mobile number from their old profile allowing them to make a new one entirely
It always seems to be related to the phone number. Just using a different mobile number would get you back in with Monzo (sometimes), otherwise you seem to be banned from them permanently too.
They most certainly have not! I remember them saying that, but I know quite a few folks who closed their Monzo account and have never been allowed back despite it being over a half a decade since then. And we get users complaining about the same thing on here all the time.
Out of the fintech launches I’ve followed closely enough to notice, the only one who was up front about not being able to return from the outset was N26. Most others make some kind of commitment to welcoming customers back, but then haven’t kept to it (except Starling of course).
I must be quite lucky. I’ve had 6 Monzo accounts since 2018. Always been allowed back and have not once changed my mobile number. Maybe only the once I got told no then I just asked again a few months later.
I closed my first Starling account, was refused a new one but then just tried again and was accepted (I tried using a new mobile number).
I then realised that I had put the same mobile number in as my original so should have been declined.
Couldn’t work out why as it was within 12 months as well.
Then I realised auto correct had put my name as “Jonathan” on the application. My documents submitted all said “Jonathon”. I dropped them a chat to say my name was incorrect and they changed it. Still have the account open