I am assuming all Monzo customers will be receiving this email, but thought I’d make a topic on it. Interesting stance. Assume this would be the reason for removing the “Chat with us” option for all users.
We wanted to give you an update on some changes we’re making to our customer support hours for UK personal accounts.
From 6 July we’ll have 24/7 service for urgent chats and calls (for example if your card’s been stolen, you can’t make an urgent payment, you think you’ve been the victim of fraud, or you’re in a vulnerable position).
For everything else, our customer service team will be available between 7am and 8pm UK time. You can always find answers to most of your questions in the ‘Help’ section of our app.
This change means we can focus on fixing people’s most urgent problems overnight quickly, and leave less pressing problems to the daytime, like updating personal details or asking about Monzo features.
It shouldn’t be a huge change for most of our customers (only 12% of people contact us overnight, and most of these queries aren’t urgent), but it means we can make our urgent customer service even better. And we’ll be doing more to build Monzo so that it works so well you never need to contact us at all!
Here’s a summary of how and when you can contact us:
- For most questions, we’ve got answers in the app to solve the problem immediately, which means you can get the help you need even faster.
- For anything urgent, if you’re in a vulnerable position, or if you want to make a complaint, you can call us or chat in-app 24/7.
- If your question isn’t urgent, we’ll be around to answer it between 7am and 8pm via call or chat.