This seems to be a far more basic problem than just CS getting overloaded. There has to be better escalation and triage than this!
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Closing support requests automatically when a Cops team member hasnāt even replied yet isā¦ an interesting implementation. Iād quite like to know what the person who built that was thinking at the time but thatās besides the point
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My experience today: non urgent query answered in just over four hours, seems reasonable 
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They explained the bot thing in a different topic which makes sense.
A lot of people were starting their conversation with āHello, I need some helpā or something along those lines. So they had to wait for a reply just to be asked what the issue is, which also added to wait times.
The bot asks them to give some more detail so as soon as a COp becomes available they can just (hopefully) solve it in one fell swoop.
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Thatās pretty good then 
but when the queue starts reaching a couple of days long itās a bit different.
Right, that does make sense
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I have noticed that as well and it does annoy me!
See if people agree or disagree
I would say a non-urgent response should be within 24 hours
(Ideally if you send it between 9-5 weekday within maybe 4 hours)
Urgent as the absolute max it should be within 1 hour
(Ideally within 5 minutes if marked urgent)
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Iāve had two needs to contact this week. One issue was answered in about 6 hours - non-urgent.
The second took 12 hours, before being escalated to a specialist which took another 6 hours to resolve. Again non-urgent. Both resolved to my satisfaction, with clear answers and explanations.
I actually thought support was doing great recently so a little sad to read people arenāt having the same experience.
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It is hard to tell without hard data.
10 minutes for urgent queries doesnāt sound too bad (see above).
But then whatās causing outliers, if they at outliers?
Are you serious? Thatās laughable and something monzo should be ashamed of.
A serious question, are monzo happy with this? 10 minutes for an urgent response seems frankly sad.
I can phone up a ālegacyā bank and wait maybeā¦ 30 seconds while it rings, and have a non urgent issue sorted within 5 minutes.
Your current āurgentā response time seems to be worse than my legacy banks response time for all calls.
It would also be good to know monzos response time for non urgent queries? this always seems to be kept back from customers when threads like this comes up.
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I think 10 minutes is ok. Ideally you want almost immediately
But the few times I phone Santander it was never 30 seconds to answer
It was at least a few minutes going through the phone menu
Then it was a wait list with music for a while
Then I usually got transferred at least once
The whole time I actually had to be using the phone
At least with Monzo you can send a message and them go away and wait for a reply
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I think 10-30 minutes is okay as a maxium target for urgent requests. Say in the event of payment processing issues like the other day, when dealing with high volumes of support requests, having the wait time stretch out to 30 minutes is okay but a few days is just sad.
Again though, I have to stress that (in my opinion) having a selector for āis this urgentā is a bit weird in a bank - so discussing the different targets for different types of support requests is kind of a moot point.
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By way of an update, my non urgent request took 6.5 hours yesterday. Far, far too long in my view, even taking into consideration the multiple factors. Most banks would, in my experience, have resolved this within an hour.
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I find it a little bemusing that for the vast majority of time, people on this forum (and people in general these days), want everything immediately and quick.
Notifications, updates, features, roll outs etc etc.
Iām 100% in this category, which is why Iām with Monzo, despite the new UI causing issues (very slow, delayed balance updates etc). I like the new beta type things, and donāt mind a little pain to use themā¦
But I just donāt get this āhappy to wait multiple hours for a responseā attitudeā¦
Generally, Iām not contacting my bank unless something is important (exception to the rule being if Iām looking to clarify something that Iāve seen on the forum etc).
I went 5/6 years without ever needing to contact my bank before Monzoā¦
That being saidā¦ if I could guarantee an answer within half an hour, Iād probably be OK with it. I prefer the chat format in general, and itās nice you donāt have to wait on the phone (although for important issues, the phone is better IMO).
But obviously something here isnāt right - There was a big song and dance about fixing the wait times recently (a few months ago), and everyone was cheering how great it was.
If you look across the forum, there have been numerous people comment about a slip in wait time (and quality of service) over the past month or soā¦ Long before this weeks events.
When no one seems to answer the phones, and you are advertising being able to talk to someone 24/7, the CS in the chat just has to be better.
Personally, CS is one of those things that either ādoes itās jobā, and is almost invisible, or doesnāt do its job and sticks out like a sore thumbā¦ right now itās the latter.
Fingers crossed it can improve quickly, otherwise those 9,000 people who are signing up each day are going to have a very bad impression.
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Was this 6.5 hours to resolve or until first contact from an actual human?
The latter. It took about 1.5 hours following that. The human replied reasonably quickly during the conversation. Iād say that it took as long as it did mostly through me not responding quickly because I had Do Not Disturb turned on at the time.
No. Our target maximum is something like three minutes off the top of my head.
But this is a peak. The fallout after a week of a couple of different incidents and TV ads running. The real question is how quickly this recovers over the weekend and at the start of next week (it may have already, I donāt have the live numbers right now).
I donāt particularly think itās fair to compare the best support times of one place to an exceptionally high load week of another. 
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I have noticed a long wait. Today I got a response from I think like a day or two ago.
I also got a response addressed to me with what I can only assume is someone elseās issue as it didnāt relate to my problem at all:
Good good, and thanks for your reply! Itās something you donāt need to do and it is really appreciated when we get any form of an insight from the inside of Monzo. And I hope that you donāt take any of our complaints here personally 
theyāre not against you, theyāre just frustrated customers having a bit of a vent.
It looks to have already started recovering - which is good.
Okay, well letās compare high loads.
- When Starling launched business accounts - I was through within 5 minutes
- When Starling launched its adverts - I was through within 5 minutes
- When TSB essentially collapsed - I was through within 30 minutes
- When I needed customer support from Google - Through within 2 minutes
- HMRC in prime tax season - Through within 40 minutes
Iām not saying that other places donāt have problems but - when they do itās always been visible āweāre a bit busy at the moment - your request may take X amount of time to get toā - and itās never more than a day.
Iām also not saying that this isnāt a difficult problem, but it is a solvable problem and putting it down to āoh we have a peak, canāt be helpedā isnāt really fair on anyone involved (especially when itās a self inflicted/predictable peak like a marketing push) - it can stress and overwork the reps and leaves your customers unsure of the status of their money.
If the system canāt handle peaks, it isnāt right, change it.
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Thatās not greatā¦
And also bugs like the one in that screenshot are worrying to say the least, a one off weird graphical bug is understandable but the repeatable full-stack issues that just keep on happening over at Monzo have shaken my confidence in the platform considerably.
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