We have had a growing number of new community members coming onto the forum asking for help with issues around contacting Cops recently - unfortunately
Whilst most existing members do try to help, some members do sometimes not believe the posters intentions ( me included at times - for which I apologise )
Unless we can actually help, can we just try to either copy a member of staff in to the query - I would suggest the excellent Beth ( sorry ) or pick your own favourite - rather than disbelieving the new member - which doesnât show a great first impression of Monzo.
Maybe chat should just be fixed and new signups should be disabled until itâs done to (at least) reduce the load?
At the moment the Monzo CS is even worse than the situation during the TSB meltdown when people were on hold for hours while watching their money being stolen⌠but unlike with Monzo, at least after a few hours of hold they did manage to talk to someone.
I do believe that Help should be properly manned by Monzo staff at all times if it is going to be the online support option. Iâm not sure if this is already the case or not? Whilst it is nice for fellow forum members to try and help it really can do more harm than good sometimes for lots of people to jump in. It shouldnât require @BethS having to answer queries on her days off (as awesome as she is!).
Except Monzoâs systems arenât in meltdown, and no oneâs money is disappearing?? How you can compare these situations, let alone say Monzo is worse, when TSB was messing up peopleâs actual account balances is beyond me. Yes, wait times for non-urgent queries in chat are far too long. But the above comment is unnecessarily sensationalist.
Not saying Monzo is worse. Saying that Monzoâs CS is worse because it definitely is by the looks of it. Some people are complaining about response times measured in days.
It shouldnât, but it has become that way. If people canât get through via the other channels and there is a section for Help on here then it is inviting users to ask for help. Problems not being dealt with quickly on here also cause reputational issues for Monzo as issues are far more visible to the outside world.
I mean to be honest if you see all those (obviously) non-Monzo people replying and you still post your details then Iâm not sure anything can be done.
I am not sure how the experience is for a new user, but surely there is (or should be) a warning or introductory post (the code of conduct?) letting users know itâs a public community forum.
If after that they still go ahead and post private information - sorry? I mean we should still do our best to flag/edit (Iâm against removing posts because the user often ends up confused and just reposts the same thing) edit out any PII but thatâs about it.
We donât want this becoming a âdictatorshipâ where every single post has to be moderator-approved just in case someone posts PII, do we?
I donât believe any new member whose first thread is along the same lines as trustpilot review.
I have been saying for ages that any new person should not be allowed to create a thread an should be directed to the search or any new threads have to be vetted first before gong public.
but what happens when that new member is genuine - its not a great first impression to be almost called a liar in your first post to a supposedly welcoming new kind of bank - for which, I hold my hands up and say Ive virtually insinuated that as well having not taken a step back and thought about it and just started typing
In a perfect world, no. But given Monzos current COps issues I can see why people are using it as such.
IMO, the phone number is one of the biggest issues. If you offer a phone number, it should NEVER just disconnect you, you should go into a queue. Either run a support phone line properly, or donât offer it at all.
Urgent issues are still being dealt with under 10 minutes. But some new people who come on here and complain their urgent issue has not been dealt with for âdaysâ⌠Well. Letâs not go there.
Ultimately I donât feel that the strategy for dealing with new members on the forum is something that should need to be debated by us. Monzo is a business and therefore they need to have and enforce their own strategy until the issues with chat etc are resolved. We can then abide by that.
Maybe Monzo should preemptively notify all users theyâre having issues with support (like theyâve done in the prepaid days during maintenance or outages) so people can at least expect longer response times and possibly carry a backup card.
( sorry ) or pick your own favourite 
I mean we should still do our best to flag/edit (Iâm against removing posts because the user often ends up confused and just reposts the same thing) edit out any PII but thatâs about it.
