So Monzo have came back to me tonight after 8 days and 10 advisors to tell me that there is nothing they can do. They can’t reissue a token as per Google’s advice and have told me to go back to google.
When I replied saying I accepted this and would go back to google but I wasn’t happy with the level of support, the passing about and the time, all the advisor replied with was
‘I can only imagine your frustration ’
I then asked how would the level of customer service be addressed to then receive the following ;
‘As mentioned from previous messages that you need to reach to Google support in regards to this thanks.’
Not very Monzo tone whatsoever.
I did get my back up a little and embarrassingly asked to speak to someone higher to then be given the contact number or email address.
I then asked for a Chat Transcript which is really easy enough to do these days (even Kroo do it lol) to be told I’d need to raise a SAR which could take up to 1 month.
I know it’s a slight issue on the grand scheme of things but the level of customer service has really fallen short.
Do have to give massive credit where credit is due though ; they have replied back to me today and have upholded my concerns around the lack of customer support and the responses I received. They agreed they fell short of their usual standards and have credited me with £80!
More than reasonable 100% but off now to google to try and get to the bottom of what is going on lol.
Had the exact same issue with my account. Flex was fine. Had to raise a complaint in the end to get it resolved. Was passed around 5-6 people with no luck. It has since been resolved, needed to be manually approved after 5 selfies. New iPhone 16.
Not heard about the complaint outcome yet
Just an update to this. Been through google who have confirmed all tokens etc are removed and to go back to monzo as the issue definitely lies with them.
Re-raised this on the 10th February and i’m still waiting on the specialist team getting back to me!
Thought i’d persevere with this and push for a further update again today as there has been nothing since the last time I posted.
“As a regulated back there are certain procedures we have to follow and there is currently a high demand for support at the moment so the response times from the relevant teams may vary”.
Completely understand that support times can be a little long at times… but this was raised on the 10th of February!
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