I’ve just had to do this via Halifax and needed to do it over the course of several days due to the £25k Faster Payments limit (there were an online limit for CHAPS too) and solicitors didn’t want cheque.
Monzo managed it and all worked in the end. I’d have no concerns - be sure to contact them the day before. My issue was simply not being able to speak to someone immediately, and I was stressing about this.
I think they need a dedicated route to the limits team for payments - going via the chat function first isn’t ideal.
Monzo have sorted it all good. I note the previous time I contacted them was late in the evening, and someone got back to me 5am ish in the monring - so maybe that’s worth noting too.
Final update - the complaints team has been in touch, reviewed it and offered to send me a housewarming gift which I politely advised wasn’t necessary. Nice touch though. Hugs all round.
Yh I think i’m going to give Monzo the benefit of the doubt, local Halifax branches have closed around me which means their faster payments limits for online app make them a no go.
Maybe the answer lies with giving more automated routes though, the more things you can automate the less we need to speak to cops.
They’ve started to automate chargebacks before Rika sadly left and that seems to be working, would love to see the automation approach pushed to more areas. It’s be so much better than just help articles
Judging by her Twitter lately I’m pretty sure she has, although I’ve just looked her up on here and her profile still has the Monzo flair so I could be wrong, apologies if I am
I’ve missed her posts lately too, by far one of the most engaging and communicative Monzonauts
I don’t think @Rika has left. She’s still showing as Monzo on the forum, at least.
In other news, this is exactly the really basic stuff that Monzo needs to get a grip on. It’s really not good enough for high pressure or stressful situations like buying a house to put the onus on the customer to message in a certain window. Especially when you can’t guarantee a timely response.
So, in my view, Monzo needs to do two things:
Focus more on the needs of the customer, than on their support staff. That means letting users raise limits in advance.
Fix customer service. Wait times are still unacceptable - and for situations like this they would drive me to another bank.
I’m full Monzo, but would definitely use Nationwide for a house purchase. I just couldn’t trust Monzo to execute, I’m afraid.
I understand this is one of the things we’d like to automate and make the process a lot smoother. We know it’s a pain point at present and we’re looking at solutions
@Dan5 Sorry to ask but as you’re around, can you confirm which advice is technically correct? In a chat I had over customer service I was told I could request the raise to my limits the day before, but above somebody was told no on the day before and they had to come back the next day. I need to do it soon, hopefully this week if my terrible solicitors pull their fingers out so would be great to know what’s actually correct, conflicting answers from support so far!
In most cases we can raise the limit in advance, subject to the funds being in your account - this must be in your main balance and not in a pot.
We make each decision on a variety of different factors so each case can be different (sorry if that sounds a bit obscure and less than transparent but we aren’t able to share any more information on that).
That’s good to know, thank you. So basically if i move the deposit from my deposit pot to the main balance before I request it then I have more chance of it being approved the day before. Thank you