Chat's currently closed

This is awful. Really awful.


I tested this the other week and got a message saying it’s closed and it gave times I can’t ask for support from just pressing the chat with us button. I get they want urgent messages only but they could still have a question sat waiting on a support agent in the morning.

Anything urgent normally you’d go through the transaction process and use the something’s wrong to differentiate the requests

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But that only works if A) it’s transaction related B) you know where that button is, which as you can see on here, people don’t.


True, luckily I know where to find it but you’ve got a point from what we see on here. I’m certainly not a massive fan of a bank inserting steps at putting off its customers contacting them.

If I wake up and want to contact them then that option should be allowed, I shouldn’t be seeing a come back at 7am message or whatever the timings are.

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A few weeks ago I reported a fraudulent transaction on my debit card, late evening. Was able to leave a message in chat but got no response until the next morning. Obviously I froze my card as well but have to say I was not impressed.


Yes, I posted about the same poor experience as @HoldenCarver in the thread below a while back.

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It’s shocking, I love my monzo account and promoted it to the max this time last year, while I am happy to stay with them as my main bank I just can’t bring myself to recommend them to my friends and family anymore.

Monzo can fix this, I’m just not convinced they will.


From anecdotal evidence reported here over a number of months, it appears that Monzo’s customer support is very broken.

For a business to remove the chat button and then prevent even sending a message suggests that their support function has not scaled in line with the business and they’re not able to effectively service support requests.

Not good.


I had no idea they had gotten rid of the chat button, but now I realise it’s not there for me. I’m gobsmacked. Absolute last straw. Already started a CASS to Starling.

Don’t tell me - Monzo needs to reduce its costs so doesn’t want to make it too easy for me to speak to them. They are lossmaking etc, we pesky customers keep doing things that they can’t afford for us to do. Well - so sorry I have been such a massive and costly inconvenience to you by being your customer @monzo, let me rectify that for you straight away.



Chat is still there you just have to go into help and type contact instead

You could always tell yourself though

The point is, they have hidden it from me. And I don’t like that. Call it an overreaction if you want but it’s my reaction nonetheless.


Ok you said I could… Over reaction :joy:


I left Starling immediately when they closed their forum, so I will never judge you harshly for that though. Go with your gut


I know they are short on revenue. But as a customer I don’t see that as my responsibility. It’s their problem not mine. I occasionally buy their ‘sorry to do this but it costs us money’ thing, but I just can’t live with a bank that tries to hide it’s customer support line from me. It just makes me feel like they don’t trust me and that if I contact them it will be a waste of their precious time.

Well. There. I’ve reacted and I’ve switched, and I feel better for it.


Chat is still there if you need it. You’ve just changed banks because you have to search for it.

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Pretty much yeah that’s why I’ve changed.

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Although I’d point out it’s the last straw rather than the only factor. The long wait times, the automated nonsense that starts the chat play a part too. I just want a bank that’s easy to contact and which welcomes customers to speak to them and it seems that’s no longer Monzo.


I would imagine most chats start like that now

Starlings doesn’t. I just tested it, it asked me to say what I wanted and I got a response in 15 minutes :man_shrugging: