The check list at the start decided the urgency afaik. Payments that you don’t recognise or being unable to use your account are urgent
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My feeling here is the volumes of customers have out stripped the support available, which is why things are getting worse. I suspect it’s not an easy thing to resolve since you need to train the staff. It’s also possible that some of the tools customer service have don’t cover everything, hence it gets referred to a specialist, of which there even less of.
It’s not uncommon but it’s a real shame as it’s driving people away from the bank. And it makes you lose faith in Monzo, or it certainly has for me and invested in the bank.
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Very dramatic. The numbers joining still outstrip any other bank.
Queues always seem to increase when a new feature drops.
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I don’t see it as dramatic, like any business, there is nothing wrong with growing your customer base but if you grow too quickly then it can result in problems. There is nothing new in that, it’s well understood.
The rate of growth for Monzo is a success story but is that rate of growth resulting in customer service issues due to demand outstripping staff availability?
To me that is exactly how it feels to me.
I really like Monzo as an app and as a bank and the principles behind it. However if I experience a problem I don’t want to wait days for help. For me, personally, when the customer service side improves I will move back to Monzo. I’ve every intention of keeping my account but until customer service improves and my own trust is restored, I will only use Monzo as a daily spend account, not the full back account that I would have liked.
I’ve every belief they will solve these issues.
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Makes me wonder though. If there’s a high volume of customers who feel the need to contact Monzo in the app it’s because there’s something wrong that they can’t manage themselves in app as intended.
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Am I going daft or is this outrage culture rearing it’s head again. I’ve needed to contact my banks support probably ten times in my life. I’ve had to contact Monzo twice and have had a positive and a negative experience, I’ve had negative experiences everywhere I’ve banked.
But why is this the deciding factor for people? Why base the decision on the thing you do the least, especially when response times are variable?
I’d much sooner pop a message and go about my day, rather then sit on a phone for an hour or use some pitiful legacy app with those shitty card readers. That’s cutting my nose off to spite my face.
Honestly keep seeing the same few people peddling the same rhetoric on every thread and I have absolutely no idea why anyone cares about this so much. Especially the folks who aren’t even customers.
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I think there’s a distinct lack of teaching in the app when new stuff launches. Seriously, is a tutorial that hard to do!?
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Probably a few sentences accompanied with a screenshot.
Monzo may be looking at this the wrong way and be hiring more staff to gloss over the high volume of customers who have an issue doing something with the app or the banking service isn’t performing as well.
The wait times are unacceptably long and First Direct are the bench mark for good CS and excellent speedy responses. IMO having different agents dealing with an issue is a problem as you get different answers. I have also experienced issues very often referred to the advocacy team when I have not requested this route. This means it becomes a complaint, Monzo issue their final letter and they get the monkey off their back and pass the buck to the FOS which is unacceptable. I agree that CS was good but it is now very poor. If it’s any consolation I also had an account with Starling and it was appalling from day one with a multitude of problems. I closed the Starling account within one month.
The wait times have been amazing for me so far. Longest I have had to wait for a agent to respond is around 10 minutes.
Thank you for the condescension.
Firstly I am a customer and I’ve put my own cash into the bank as a business as well. I want Monzo to succeed.
Second the wait times I’ve endured have been days and days, sufficiently so that I’ve raised complaints which have been upheld.
I’m not anti Monzo , I really like the bank but the purpose of the forum is to cover both good and bad. There are plenty of posts where I praise and support the bank. However on this particular issue I can’t and feel particularly sore because of the issues I’ve personally encountered.
If you or others haven’t, then great, I’m really happy for you.
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With Amex the better customer service can be paid for more easily with the card transaction fees, subscription fee (if you pay for platinum etc.) & interest. Just like they can fund reward points etc.
There’s definitely a higher urgency with credit cards financially for the company. If you’re not using your Amex card you’re not making them money.
Definitely a concern that needs addressed.
Monzo can have the best app, with the best features but it’ll be customer satisfaction that’ll end up being there end.
Quick Question: I’ve not in-app chatted for months, had you just asked about speaking on the phone when they said 10 hours, or is that 10 hours for an in-app response?
In app. Wasn’t a highly urgent question. But 10 hours for a response to even a basic question is embarrassing.
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Agreed, was just checking they hadn’t quoted 10 hours for someone to answer the phone!
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