Thanks for making this thread, @anon95680666. It’s something I’ve been thinking about myself recently.
It’s not a great or welcoming experience for people who come to the forum for support to be met with hostility, sarcasm, and rudeness. And there’s often more going on than can appear on the surface. Even when you might have your own suspicions about what’s going on in a particular case, it’s not a good look for our community to throw accusations at people who - on the face of things - just want help.
So I’d ask for your help in making sure to simply point people in the right directions. That’s always the in-app chat or help@monzo.com. If that’s not helping for some reason, feel free to escalate here and we’ll look into it,
We know that queues are high right now, which is driving more people here for support. But we’re working hard to onboard dozens of new COps every week to help. We really appreciate you working with us in the meantime
maybe, and as with me you can have your suspicions, but the genuine person is then lumped in with anybody coming on with such and such a post is fake - when maybe they aren’t
This is too late; you only see it when you already need help. I’m suggesting just an incoming push notification or feed item notifying everyone of the support issues in advance.
Urgent queries might be solved within 10 minutes but not only is there a bug preventing you from marking anything as urgent if you’ve already had a chat (I’ve got a chat open since the 10th November - all resolved thankfully - but the urgent toggle still isn’t back), and the phone number (which is probably the most urgent of all urgents) is completely unusable.
which is what I was trying to say and you put it more eloquently than me - but the email help also needs monitoring - I would assume it is - but people are coming on to the community supposedly having had no response to emails over a couple of days ? again we have no idea of knowing if this is the case or not ?
It all comes into the same place, don’t worry. And some cases will take longer to look into than others, or require specialist attention. As queues are higher than normal atm that’s why this is happening.
Could there be a possibility for a message to pop up or the text box to be pre filled when someone goes to post in the help category?
Something like (but with better wording):
"Hey , Just so you know specific account queries can’t be dealt with here on the forum. Please contact Monzo via in app chat. If you’re query isn’t specifically related to your account go ahead and post "
If anyone wants an example, just try and post some stuff on the Revolut forum.
I have to agree that it’s probably the best solution here (providing it’s being monitored quickly).
You can approve the genuine conversation type posts (and all future posts), but you can take the “I need specific account help” posts offline, and offer a more personal service so to speak.
I don’t necessarily think it needs a dedicated staff member to actually follow through with the help - But perhaps they could give a personalised response to reassure the user that they were doing everything they can to help, and the in app chat would get back to them ASAP etc.
It would stop any fakes appearing, and it would deal with the genuine issues in a more subtle, but personal way.
I’ve seen reports of the new chat system possibly losing messages, though. Albeit it’s unclear if it’s actually losing anything, or if users are misunderstanding the interface and not actually sending their message.
Either way, it’s a reason to give the benefit of the doubt to someone posting.
I always try and flag suspect posts for staff attention rather than make any accusations public, has always seemed best that way.
I think there should be a staff member on the community forum 24/7. If I’m not wrong, Starling had two interns temporarily which made for very quick response times and bugs were responded to pretty quickly. I mentioned wanting this for Monzo’s forum before, but I think the community managers/ COps are stretched thin atm.
Often Simonb has to come on to sort things out when the forum inevitably kicks off on Sunday nights (everyone’s too free!) and I don’t think it’s very fair to him.
The phone number is the biggest issue for me. If I’m calling that then something is very wrong and it needs to be answered even if you have to wait. Getting to the point where it tells you to call back later is amerture hour
- but the email help also needs monitoring - I would assume it is - but people are coming on to the community supposedly having had no response to emails over a couple of days ? again we have no idea of knowing if this is the case or not ?
, Just so you know specific account queries can’t be dealt with here on the forum. Please contact Monzo via in app chat. If you’re query isn’t specifically related to your account go ahead and post 
That’s not good. At all.