God yes!
Have been waiting for over 6 hours for responses.
Iām more talking about something along the lines of if a customer mentions Standing Orders, something appears at the side of the COpās screen giving them all the info for Standing Orders (not just answer options).
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So thatās what it was. Even after escalating to a specialist we didnāt get that answer first time. Stupid.
Community 1 - Monzo 0
Iāve just waited 13 hours for my first response to a non-urgent issue.
Below seems to be the standard reply, so either thereās not enough staff or something is going seriously wrong and a lot of customers are trying to get support, either way itās really not goodā¦
Hi, Iām so sorry for the delay here! Weāre experiencing a high demand for support at the moment.
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But on the plus side, at least theyāll have 3m customers before too long. Itās not all bad newsā¦ 
On a serious note, perhaps Monzo should have held off with the advertising campaign until some of these issues were resolved?
I think they were right to do advertising now but I think you need to grow all areas at the same time
i.e. the levels of support for the first million should be the same for each million
You can make it more efficient so you need less staff per customer
Werenāt they meant of been resolved in December?
Meant to: Yes
Did they?: Apparently not
Over the past year itās seemingly turned into a problem that, at present, theyāre unwilling or unable to resolve fully.
They absolutely should have held off on marketing in my opinion until their core issues were resolved (inconsistent and rubbishy UX (the new oneās pretty awful too but itās WIP so 
), bad support wait times, inconsistent support responses, core engineering defects, regular almost clockwork outages etc).
The idea behind Monzo and the relaxed but enthusiastic and professional attitude is what drew me to Monzo in the first place - now they just seem relaxed.
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This is so important and the balance of that. I totally agree professionalism should come first with relaxed after.
In fact if youāre not being professional etc you shouldnāt be allowed to be relaxed. You get the relaxed after the good work thats been put int
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Agreed, and maybe Iām old school and well, old, but relaxed doesnāt mean itās acceptable to use emojis. To me, personally, thatās unprofessional. Of course Iām not saying Monzo staff use emojis, what Iām saying is, if anyone did that to me in a banking perspective, they wouldnāt have me as a customer for very long.
I think its āMonzoās tone of voice/languageā. Personally I think it would be nice to select whether you want them or not. I find them mostly annoying and you can normally get your point across without them.
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It is the way the world is going though
There was a film even about them!
I donāt mind it - depending on the context.
If itās something like - Iāve had fraud on my account, I think itās inappropriate to use emojis
If itās something minor, I donāt really mind if they want to talk like that.
Itās up to the individual COp on the chat or on the phone to gauge the conversation and to decide how to conduct themselves according to their policies and training - the same goes for anywhere else, not just Monzo.
I donāt think that adding more buttons in the way of the āliveā chat would help the situation too much. Iām curious to see if anyone has any thoughts on my initial point about the quality compared to other places namely Starling. @Rika made the point that itās important to remember that it was a time of exceptionally high load last week but, I wonder if anyone has any feedback on the different experiences averaged over the past few months?
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still not as bad as Pixels
Everyone has a different idea of a āhigh work loadā and I think to an extent without sounding uber critical. Thatās not an excuse. Everyone has very high workloads why should that be āgives us some slackā You get praise when you hit your targets etc under a very high workload.(But that my personal belief of it anyway 
)
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Why is this? With the greatest of respect to Rika, why is it any concern of mine that MONZO have understaffed so cant even cope with the demand of current customers when they decided to add tens if not hundreds of thousands more? Iām playing devils advocate somewhat, but the underlying point is true that as a customer it is of no interest to me if the company doesnāt have its house in order, i will just vote with my feet, i have no interest in the load, i just expect good service.
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I couldnāt agree with this more. Whilst I want Monzo to succeed and am happy to cut them more slack than I would my legacy account, in the end itās really not my concern that theyāve had a high customer service load. Itās happening fairly regularly now and it doesnāt always seem theyāve been learning from previous high periods.
I get that they need to make money and advertising for new customers will help but really the support staff should be scaled before this. If support has been slowly slipping before the new TV ads, those ads will only make it worse
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Unfortunately I had to phone Lloyds earlier and after the initial automated security question, they answered withing 30 seconds.
If Monzo are going to challenge these banks or at least offer something different then they have to get this sorted.
There were big celebrations when they reached 2 million customers but the support is struggling to cope, now with the advertising campaign they are heading towards 3 million who may need help and support at some point but with the situation as it currently stands current customers will look elsewhere and the new customers will be left wondering what they signed up to and may also leave, which is such a shame as I like monzo and everything it does but I donāt like waiting hours or days for any type of help and support.
Iāll just have to see if it improves, especially as Iām really excited about getting a business account, but that then brings a whole new set of problems as all these new business accounts may also need to access support, again overwhelming the already struggling system.
Ah my head hurts now, Iām off to take a few paracetamols and to lie down in a dark room (until support gets better)
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Personally I think its a training and hiring issue and more importantly the attitudes that are being instilled within the company which at the moment is a little laissez faire at the moment rather than relaxed but professional. Personally I think EE, for example, had the worse customer service for ages and then they moved it all in house to the north and Ireland and suddenly theyāre a lot better. Legacy banks have made these mistakes over and over. Monzo should be taking notes and perfecting a training strategy and worse comes to worse centralise it in an office somewhere.