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 doesn’t show a great first impression of Monzo.
Maybe chat should just be fixed and new signups should be disabled until it’s 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. I’m 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 shouldn’t require @BethS having to answer queries on her days off (as awesome as she is!).
Except Monzo’s systems aren’t in meltdown, and no one’s money is disappearing?? How you can compare these situations, let alone say Monzo is worse, when TSB was messing up people’s 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.
It shouldn’t, but it has become that way. If people can’t 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 I’m 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 it’s 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 (I’m against removing posts because the user often ends up confused and just reposts the same thing) edit out any PII but that’s about it.
We don’t want this becoming a “dictatorship” where every single post has to be moderator-approved just in case someone posts PII, do we?
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 don’t offer it at all.
Ultimately I don’t 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 they’re having issues with support (like they’ve done in the prepaid days during maintenance or outages) so people can at least expect longer response times and possibly carry a backup card.