This seems fine to me. 24/7 support for issues that are genuinely urgent. 7am - 8pm 7 days a week is sufficiently broad that you’d have to be working pretty gruelling hours not to be able to call in that time.
In future, It would be nice to see it extended to 10pm.
The chat will nudge you to only ask a question if it is urgent, and encourage you to come back in the morning if it isn’t. I’m sure I saw someone post a screenshot of this the other week.
Agreed.
Before being outraged I quickly googled to see what other banks do. “hsbc contact” and 15 seconds of my time pulled up 8am - 8pm.
Always hated that analogy, it was the egg.
Never used chat overnight… just asked 
I agree the ad wasn’t misleading at the time it aired, (and I’d wager that the ASA wouldn’t make a judgement on it, due to that).
On that front, for me, it’s more about features and ads that prompted users to switch to / adopt monzo, and some of those things being taken away.
I’d imagine there’s a good chunk of the population; night shift workers, people who travel often for work, people on a gap year overseas who got the card for its 0% fees, etc, who would have that need.
Features change all the time of course, but if one of the headline features that prompted me to switch was removed or significantly reduced, I’d be sad about that.
But providing chat can still be sent, (even if not added to the queue until the morning) it’s better than a phone line that switches off at the cut off.
The only thing I’d say to that is though that if you phone HSBC at 7pm I’m going to get a response immediately. If I contact Monzo at that time I’m likely not to get a reply until the following day. With the typical wait time with Monzo being 3 hours for me it practically makes their support closing time being more like 4-5pm.
I can see why they’ve made this change to reduce costs and the amount of people working unsociable hours.
Overall I’m not against it as it’s still 24/7 support (even if not in the original context).
What I truly hope is this doesn’t create a door for Monzo to introduce enhanced support times for Monzo+ users.
I think that this will cause more people to mark their questions as urgent as we as humans generally want answers straight away.
Which in turn will make the queue long for people with actual urgent problems such as fraud.
Good point, my guess is the staff looking through the queue would use their own judgement as to if the query is actually urgent and if not just skip to the next one.
I’d agree with this, I do not tend to use support very often, in theory if everything’s going well I should never need to contact. But when I have it only seemed ‘live’ in the early days.
So my behaviour would be message when I have time, could be 9/10PM at night or later. If no response is received, I’ll look at it the morning.
The ‘get on with my day’ case is very real. With any customer service, I want to be able to type out everything & get a response whenever (but like companies that use Twitter DM’s).
‘Live live chat’ would be only needed for urgent situations, like Monzo has highlighted.
But still feel it’s pretty important to be able to send messages & receive a response the next day. As long as it’s clear the service isn’t ‘live’. But as others have mentioned, I’m not sure the service has recently been ‘live’ by definition.
Please can we keep the personal abuse to a minimum?
IF
if it was running, but it’s not making your post irrelevant. Yet you felt it “added” to the conversation.
Again 24/7 is available for urgent issues, so you are making assumptions on what the ASA would think.
It recently took me about 2 weeks of jumping through hoops to change my email address with Natwest.
I agree this all sounds find to me. I will be interested to see whether you can’t send non-urgent queries outside the daytime hours, or whether you can send but they’ll be answered later, similar to emails, a forum, twitter DMs etc. I tend to think the latter would be better since, as some others have said, it allows more flexibility to send the message at a time that’s convenient for you as long as you get a clear indication that you’ll need to wait for a response.
It is interesting that some people have said that this brings Monzo inline with other banks. Since when were other banks something to aspire to?
Like laundering drug cartel money?
I would like this feature.
It’s not that of a big deal, is it? If it’s an emergency you can still get through to them.
On the Monzo community, all things are a big deal.
There are some very over-sensitive people on these forums a bit over-enthusiastic with the flag button I see. Seems to be the new norm.
Nothing wrong with a robust discussion (provided it stays civil of course).
