I think adding some sort of view of the average wait time at the moment would be helpful
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That might be a breach of GDPR but Iām not sure
10 minutes seems to have been Monzos response to people for the past 6 months at least though. Iāve seen this number said before numerous times in regards to urgent query response times, and as far as i was away this was (at least previously) Monzos Time to first response target, at least thatās what it publicly appears to be considering 10 minutes has been the response to people asking the past while.
Have i mis-interpreted this? In which case could you share Monzos median time to first response for urgent and non urgent queries? It would be really interesting to see how Monzo are doing for both urgent and non-urgent queries and if improving at any levels.
If it didnāt release anything personally idetifiable it should be okay? I think, donāt quote me on that, but definitely worrying - overstretched COps are more likely to make mistakes
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Iām not sure GDPR is notoriously complex, 
But my worry would be one day its the wrong solution then next its the wrong data to the wrong person
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It doesnāt look like a GDPR issue unless the persons name happens to be the same name, in which case even though the names are the same it would likely be a GDPR issue. But it would be safe to say in this specific instance, its not a GDPR issue.
It does highlight a risk which would affect GDPR regulations, and a general information security risk. It also may affect other regulations (not familiar with banking regulations). But it also highlights an issue that if its happened to one person here, its almost certainly happened to multiple people. And those people may include information which breaches GDPR or other regulations. Something hopefully Monzo will investigate as its quite important.
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Orā¦ it may have been one of their reusable responses and a COp misclicked the correct reusable response 
Anyhow, nobody knows so letās not blow the unknown out of proportion.
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Itās like my local takeaway
āHow long is delivery?ā
ā25 minutesā
Itās been that way since it opened. Every single day, no matter whether they are deathly quiet or its New Years Eve and there are people queuing round the block, ask them how long the wait is and they say 25 minutes. Once they didnāt even deliver because they were so overloaded with orders and I had to get a refund. When I ordered, of course, āHow long is the wait?ā ā25 minutesā
Monzo is clearly the Bengal Spice of Finsbury Square.
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The bank cant treat it like that, they would have to treat it as a potential breach, mis-click or not, assuming its a mis-click of an automated response would be a mistake for a bank. You always er on the side of caution with these things.
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I agree, but weāre not the bank, so I donāt think itās productive to speculate on something we have no knowledge on.
We do have knowledge. A person was sent a response not meant for them or irrelevant to their issue. That needs to be investigated by the bank to ensure itās not an issue.
Donāt get me wrong, and investigation could be all of 5 minutes to determine it was a misclick of an automated message, but it has to be checked. Any place serious about the security and privacy of customer information will always do their due diligence itās just good practice.
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We have knowledge that an incorrect response was sent. We have absolutely no idea whether it breaches GDPR and we never will. Therefore itās pointless to debate it.
And I agree. Monzo should investigate it. Iām saying itās pointless debating whether it was or wasnāt any sort of data breach because weāll never know.
So today my girlfriend waited hours for a response from a specialist to be told the reason the money didnāt move to our joint account today from her personal monzo account is because monzo donāt process standing orders on a weekend. This is despite her telling them that my standing order worked without issue, same scenario.
So whatās going on?
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Thatās a good example when weāre talking about the quality of customer support in Monzo at the momentā¦ some things just donāt seem to quite add up
(As for whatās going on, Iām afraid we canāt help you there, weāre all in the same boat as you and Iād get back in touch with support)
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I find this sort of thing more worrying than the long response times.
Perhaps COps need some sort of question database where they can look things like that up (if they donāt have one already).
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I canāt find the post but I believe they have team leaders that they can ask if unsure about something?
Probably. But the problems arise if they are sure, but wrong. Even more so If there is pressure to clear a backlog.
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Surely this all comes down to training issues?
Found it 
This can actually be true (IIRC) in some circumstances.
Some other banks donāt support standing orders going out on weekends, the payment gets moved to a working day. If a standing order was created as the result of an account being CASSād into Monzo then they honour the original schedule (no weekends) despite being quite capable of doing weekend SOs themselves. Not saying this is what happened in your girlfriendās case mind you, just that in some circumstances for some SOs they indeed wonāt be paid on weekends.
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