The one time i’ve had to contact monzo was at 4AM.
Cards not working for strange reasons in work canteen at 4AM.
I carry my credit card just in case for things like this.
Which you’ll still be able to do. 24/7 support for serious things is going to continue.
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The only reason this bothers me, (and it’s a really mild ‘bother’), was 24/7 support was a key headline in their last most public advertising campaign:
And in their 30s TV and online ads.
(and others from the same time)
Fair enough it’s still there for urgent stuff, but that makes for a less catchy ad! I just don’t like it when business change features they previously invested in promoting.
Mild though.
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True. But let’s be real here, we know that’s not what they meant in the ad campaign 
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The ad is now misleading.
You can only discuss urgent matters.
I’m sure ASA will be happy to speak to Monzo if that advert is still live.
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I’m pretty sure the ASA would rule against Monzo… but if the ad is not running, it is hardly relevant.
The ad wasn’t misleading as it was made months ago, and I haven’t seen it in months.
I think they have done well keeping the support up as a starting bank and as someone who used to be with RBS and had to wait 24-48 hours to change my address - working days - I don’t have a problem with the change.
How many people are awake at 3am that can’t wait until 8am to find out how to hide a pot or an answer that isn’t already in the app?
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We have a load of ASA specialists in here today
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Makes a change form all the epidemiologists on the COVID thread (and social media).
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Hah… Monzo is a bank and should provide this.
They are 
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Yes. So no problems with this… Only one question… what will be with night time questions? They will be answered from 7am and will be long queue for day time questions due to backlog?
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I wonder if there’s a manpower issue governing the decision. Arguably if the time is used effectively it could actually improve the situation but it would require the correct chains of communication to be setup.
Could well be driven by the closure of Las Vegas, I suppose.
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Chicken and egg situation
Did the closing of Vegas lead to the reduction of night time support or did the limited number of night time queries lead to the closure of Vegas?
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Hopefully you can’t ask chat a stupid question overnight, you should have to find out for yourself or come back during business hours when chat is open for them to link you to the self-help you ignored.
I would assume lockdown probably caused the drop(would love to see the stats if anyone has them).Therefore you’ve got a staff overhead that you probably don’t want in the current climate. I would also say its hard to get overnight staff and lots of people don’t want to do it.
Then you think wrong. Monzo is only the second bank I’ve used out of several where I can get any sort of support outside of ‘daytime’ hours (aside from freezing a stolen card).
Overall, when I submit a support request, if it’s urgent I want a response fairly quickly. But for all other requests I’ve submitted, I’m happy to wait a day to hear back. Much easier to submit my issue and get on with my day than having to wait on hold.
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