Praise where it’s due: I recently had a good experience with raising my limits:
That said, if I’m reading @alexmoore right, it all went horribly wrong for him when he either tried to raise the limits through chat, or was passed to chat to answer a question.
I’m sorry to put it in such terms, but every time I have to speak to someone on Monzo chat my soul dies a bit. I’m sure everyone at Monzo is well intentioned but as a system it’s fundamentally broken: late replies, messages not read properly, passed from person to person, messages ignored, self referrals to complaints which are then ignored, and issues left unresolved. It’s horrible to the point where I’m considering leaving Monzo because of it.
For me, I’d expect near instant. If I go to a high street bank branch I’d expect to be able to make the transaction there and then. If I call a contract centre, I expect the same. So Monzo really needs to make sure its service is on a par with what we call legacy.
If immediate is not possible then managing expectations as much as possible. Set realistic timelines and stick to them. But within the hour, please. An elegant way to deal with exceptions or ask questions seems to be what’s needed here.
What I’d really want is something like a dynamic flow that just changes the transaction screen if it’s a higher value transaction. And to perhaps take into account whether it’s a payment to myself, if I’ve paid it before or if the account is connected via open banking. They should (I think) derisk it. I don’t mind additional questions, but I’m looking for a customer friendly, immediate, solution wherever possible. And one that avoids chat at all costs.
PS it’s great to see you popping up on here and proactively looking at things. Big fan of that. 