I’m going to have to agree on this the monzo support as of late is disgusting.
I’m in a different country at the moment and it seems there are some suspect amazon transactions.
Without too much detail they agreed and blocked the card. Then said no they are authorisation charges along side the original that had cleared. When I explained the maths didn’t add up a new rep took over for some reason and said a similar thing and that was the reason. When I explain the maths is wrong what is this (the exchange rate was £1 = $122 too) she said it don’t add up she’s going to get a specialist to look into it. Something wasn’t right.
14 hours later they have gone quiet all messages ignored. We are hours away from 24 hours since I said there is what I consider an unauthorised transaction. I’m in total limbo in another country no idea what’s going on.
Yes legacy banks (some) with their broken English call centres are a pain but sorry if rather wait 45m on hold to a text version of 24 hours on hold!
This isn’t even a one off I’ve had this 3x lately. IMO something feels very broken at monzo and alarm bells are ringing. That’s my opinion though.
If I’m honest this is one area of Monzo that makes me nervous, as I have heard a lot about it - though it’s difficult to quantify those examples against the success stories that probably aren’t reported as frequently.
I’ve used chat a couple of times for non-urgent communications when I was thinking of going #fullmonzo, there was a bit of a delay but the response time was proportional.
As Monzo grows, so too will the customer survive enquiries and I’m sure that’s all in hand. It’s good to know I could pick up the phone or get a IM response quickly, the idea of somehow being able to raise the ”DEFCON” level (whilst limiting abuse of the system) would be great.
I’d personally counter with I had a very good experience with support earlier in the week, albeit I started the query at 7am. The query was sorted by 11am so I would assume the criticism is that support isn’t consistent rather than purely bad
2 Likes
phildawson
(Sorry, I will have to escalate this.)
24
Just to be that guy, the DEFCON level is lowered as the likelihood of being attacked increases. So DEFCON 1 is imminent and go into full defence mode.
But I understand what you meant, it would be excellent to raise a non urgent into urgent. Or even create additional chats to contain each issue.
They have now answered. But their answer contradicts their first answer and it also feels a fob off. And also the apology for no reply was very fake feeling. As in sorry no one got back to you. And they gave a excuse for my issue. May as well gone yeaaaaaah moving on.
I’m starting to feel very nervous with monzo and apprehensive. Like I said this isn’t a one off. And I’m getting the vibe it’s happening more and more often.
1 Like
phildawson
(Sorry, I will have to escalate this.)
30
Well I think it’s been happening since hitting 1 million customers, prior to that chat was instant and you had the conversation there and then. It’s now a case of lucky dip if you get a timely response. I’ve found the knowledge level has also dropped significantly, with more questions needing to be escalated.
These are just some of the apologies collated from waiting up to 5 days between apologies.
You’re right, and no organisation can get growing right, but for all the interviews in the media and all the stickers and emojis they need to remember they actually are a bank and people need (a d are legally entitled to) a minimum service level.
The best thing to do if your comment is urgent is to 1) bump the ticket in the app and then 2) post on the forums.
To the best of my knowledge there is very rarely actually any real congestion in the help chat itself, it’s just that someone has missed your ticket somehow.
Basically the new help system they built themselves a year or so ago doesn’t really work (at least in some use cases) or has some major bugs.
phildawson
(Sorry, I will have to escalate this.)
33
It’s a real shame they were so desperate to drop Intercom before creating a decent chat system.
The current one Monzo built is still a mess in comparison and hasn’t really evolved since it was swapped.
They are still trying to untie Intercom from their internal system, if you have further support it’s actually still sent via Intercom still. (If they forgot to untick send via app you get the old Intercom chat appear in the app with your old chats.)
4 Likes
phildawson
(Sorry, I will have to escalate this.)
34
If you see the timings between growing to 1m and then to 2m and then to 3m it’s almost half the days to each million.
So say 600,000 had 200 staff dealing with 1% of customers enquires each day, they need to resolve at least 30 a day each to keep on top.
With 3m they would need 1000 staff to keep exactly the same level of support of resolving 30 a day. The product is also more complex than what it was.
The 200 staff had years to get to grips with the Monzo way and understand the product they are supporting.
Between 2m and 3m it was less than 4 months, and literally hundreds of new staff coming onboard each month. The likelihood of connecting with a fresh staff member who’s just finished their training is high. If the answer isn’t straightforward and found in their support database it’s escalated.
I would assume senior staff dealing with these escalated are the ones struggling now. There’s then the delay of them replying to the chat OP to relay the message, ending up with chinese whispers / piggy in the middle situation.
It’s basically an issue created out of their own success of growing so quick.
I think they need to make a thread in the forum to acknowledge it. We then don’t have so many threads discussing the same thing.
Put significant dev allocation into improving the chat they built or going back to Intercom whilst it’s being built. Needs individual chats per issue, changing urgent/non urgent status, customer can resolve and close chat, rate the chat.
They need to limit how many chat staff deal with one issue, I had about 10 different staff picking up one piece of the jigsaw, and didn’t bother/too time consuming to read all the other conversations to establish where you are along resolving the issue.
There’s also the issue where the original 200 staff really cared about the product and wanted it to succeed and supported the Monzo way to establish the brand, and really got into the . vibe.
The new remote staff feel like they have answered a random “want a job? easy cash? work from home!” posting and been given an A4 laminated card with the most common issues. If its not on the card then escalate it. (I know they go through the same training and are paid the same as the others)
People in India speak English natively - you choosing to think there’s a barrier is your own problem. Perhaps subconsciously you have the misconception you can’t understand even though you’re speaking the same language.
I have more difficulty understanding Scottish call centre workers at times than Indian ones.
Cerberus
(There are no stupid questions, just stupid people.)
40
Again the statistics show that’s not the case, also I never said I have a problem understanding foreign call centre staff it’s the other way around but the bigger issue again as I have stated they are not employees of the bank they are cheap paid call centre staff, if the problem can’t be solved on the script you have to transfer to a centre in England anyway with bank staff.
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vibe.