Has anyone else noticed the in app chat has become a bit useless?
I’ve only had to use this a handful of times and it was excellent last year, however it seems since monzo has grown the support has suffered.
I contacted them at the start of the week wit ha simple card delivery query and the agent i spoke to didn’t seem to read my question at all and their response was totally useless, even after i confirmed my query, I just gave up.
Today my partner contacted them because a payment from our joint account failed due to monzo trying to send the standing order 6 minutes before her legacy bank transferred the money to our joint account, and the response she got from the agent was useless as well. First they told her to change the time the standing order went out, but then couldnt tell us how to do this (dont think it’s possible?) then she was told a second attempt would be made, but couldnt tell her when this would occur.
Eventually she was then told that it wouldn’t be retried and we’d have to manually send the payment, which is what I assumed we’d have to do but the response we got from the agent was shocking, they didnt read the question properly and then gave us incorrect information.
If any staff members would like specifics to follow up on either of these please get in touch, these 2 bad experiences have dulled my opinion of Monzo, and after finally convincing my girlfriend to move over this is her first experience and she’s already wanting to move back to her legacy bank.
Sorry for the wall of text, however i felt feedback needed to be given here