I’ve been a customer of monzo since beta. Something like 20 friends have signed up off the back of recommendations.
I recently closed my account customer service has slowly slowly got worse & worse to the point where…I’ve just had enough
It starts with not getting replies in a prompt manner via the app. Continues with not being able to speak to someone on the phone and ends with Customer Service not taking ownership and resolving more complex issues.
I can’t spend days “chatting via IM” as monzo takes 2-5 minutes to reply per message, only to call and have an automated system try and discourage me from speaking to a human in every way possible - as I assume because - running customer service is expensive.
It wasn’t like this at the start. Slowly slowly I found myself transitioning away from monzo. I stopped paying any income in & didn’t use it for DDs. Transactions that might be at risk of a dispute / company issues I had to remember to put through another card
Abroad I had to remember to bring a different travel credit card as backup. Several horrible memories trying to speak to monzo while away.
Monzo was allocated to frivolous daily transactions. However recently - interacting with customer service is enough. I’ve gone from being a critical superfan to - nope this is it
I’m glad monzo has shaken up the industry and introduced amazing features - but now I’m glad many traditional banks have simply adopted these features.
I want both, these features AND customer service where I can speak to a human and have my issue resolved within one interaction.
As I read the company is in debt and made layoffs I can’t help but wonder if cuts have been made to customer service deeply impacting my experience. Who knows - I’m out.