I’ve often felt the customer support at Monzo has been one of its killer features, against both challenger and incumbent banks. I’ve had people ask me why Monzo is so worthwhile and it’s usually amongst the top three aspects I’ll mention as being in Monzo’s favour.
However I’ve noticed that in the past 10 weeks or so, the experience hasn’t quite been up to the high standards I’ve usually experienced and commended. Problems get solved and overall the experience is fine, but I feel the quality of support hasn’t quite matched Monzo’s own benchmark (although overall service has still been reasonable).
I’ve had a couple of issues of varying severity and urgency where simple queries have taken a disproportionate amount of time to resolve, and in both instances I’ve had to restart queries or submit new queries having been left in a state of limbo without things being resolved. I also had a case on Friday where I was switched between 3 support ops in the first half of the day, which I’ve never experienced before - I’ve only once been passed between staff and I think that was a tech escalation, this didn’t seem to be the case this time.
Has anyone else noticed a level of support that’s felt a degradation over the norm? Am I just finding myself in isolated incidents? Or is this a sign of Monzo struggling to scale its customer support operations as it’s breached 750k current accounts?