Yesterday my app generated a duplicate payment so asked in chat for help - got a very quick response to say being escalated but over twelve hours later despite chasing no response at all! I must say I’m shocked! Monzo is brilliant when it works which for me is 99.9% of the time but when you need urgent help it seems c ops isn’t scaling for some reason- what I find doubly alarming is that in my old legacy Nationwide app I’ve had for many years before going full Monzo I never ever had a bug at all but when I did have an issue customer service response was excellent.
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