Good to hear some comments from another profundly deaf person! I, also, don’t get on well with telephone banking. Despite that, I do have a First Direct account Contacting them is a bit of a palaver - I don’t have a minicom so have to use a computer version, but the computer version uses full-on Java to run, which I don’t actually have installed because I have security concerns. So I have it on a bootable drive instead, and every time I phone them I have to turn my computer off to boot from the drive, then boot back to my normal desktop afterwards. Much faff.
In-app chat is indeed easier by a vast magnitude.
I too would appreciate properly subtitled Monzo videos, though as most of the interesting ones came from live-streams, I can understand why they haven’t been properly subtitled (a lot of work), and why the auto-generated subtitles are awful (they need really good sound quality).