Just a bit of feedback about CS.
I had a simple request to remove a linked credit card from my account profile as I couldn’t see a way to do it. I understand this is super new, but why am I on my fifth person trying to help? One not even bothering to read the original request and go off on a tangent about trying to cancel direct debits. They are all trying to be helpful but having different people pick it up doesn’t work for issues like this. A different process should be put in place.
If I was in a normal bank talking to some one and I chatted to 5 different people I’d be livid, or I rang them I wouldn’t expect 5 different people to talk to me. Maybe 1/2 to redirect my call to the right person.
As an investor and I’m all for Monzo, but if you’re trying to be better than normal banks it all starts with the front facing customer service team when there are issues. I couldn’t imagine the frustration this would cause if this was a “serious” issue and it was time sensitive.
I also understand that chat is open 24/7 and people swap shifts etc but more thought needs to go into issue resolution and continuity on issues for customers so we’re not re explaining things all the time to new people. Or simply make sure training is given to re-read the original enquiries notes.