you aren’t wrong, but its irrevant to the poor quality of service. Its like saying its ok an ambulance didn’t arrive to an emergency scene, because it wasn’t their fault there was an accident in the first place.
I’m 90% sure we’re being fobbed of on bots, that attempts to give standard answers, before it then “escalates to a specialist”. Which seems to take a long long time.
In short, its not cool. I dont trust Monzo at this stage. And I wouldn’t want them in my corner if there was actually a real emergency happening.
How are you generally feeling about the Starling experience? Are you happy with it? I’m looking for a new bank. I was considering going back to HSBC, used them before and they were ok, not great, but not total shite like my current bank.
Yeah a few years back for my mortgage, so I’ve probably forgotten. I don’t remember though not being able to spend on the card that day though. Honestly don’t even remember having to provide documentation either, so maybe that’s a new thing.
Sure, when I bought my house, there wasn’t any issue, as I didn’t have to contact them about it. My gripe isn’t with the process. Its with the fact you cant communicate with your bank when you need to.
HSBC’s default limit is this so there’s never a need to raise it really. Then again, how often are people lucky enough to need the limit raising past £10k anyway?
I think this is the crux of the issue really. That some people can have a flawless experience, and many others do, but a number don’t. There’s little consistency in how well things happen and it really does boil down to who you get.
Sounds like you’de like HSBC (mentioned upthread). You can ring them whenever you want, or speak to them on actual live chat. Only a high street bank will get you that level of service. Maybe Chase, since they have actual humans who will speak to you.
FWIW - I’m with HSBC and can’t fault them really. Their live chat is actually live, it’s normally pretty good once you work out asking the bot Human will skip you to a person, and quite responsive. Plus, you can ring em if you need to.
Monzo, I’d love to see this side of things improve. Amazing how they keep buying winning these customer service awards
sorry don’t take this the wrong way. You say you accept the problem is the customer support, but your reply shows you clearly don’t get it.
You say, this problem would have been avoided if “I just requested another limit increase”. The problem is I wanted to validate that this was the right way of approaching this.
I’ll try and break it down. The transaction was LARGE. Applying almost a double digit multiplier of the existing limit. I like to validate my assumptions before taking actions. And assuming that me doing to very large limit requests back to back, wouldn’t trigger any sort of fraud concerns is an assumption I didn’t want to make.
So, I attempted to talk to my bank. Simply to confirm what they wanted me to do, as opposed to try and guess what they want me to do, YOLO style.
And now we are back to the crux of the issue. They didn’t understand my question.
Also, you say
When you get approved, it tells you what the limit is - so saying “Can I spend £2 more than the limit” is a pretty obvious no, hence the word “limit”.
You are fixating on one part of message, re-read the original. You are ignoring the part before the “or”. More specifically.
do I need to apply to have my limit raised further, or since its only 2 pound more, will the transaction still go through?
I wouldn’t worry about that, I’m a native English speaker and I’m not sure of the difference!
Regardless of whether it would trip a fraud limit, or whether you should have just increased yourself, they should be able to answer and tell you.
It’s probably not super common, but absolutely no doubt it will happen when people buy big ticket items and get the amount wrong or add things on. That person may not have dealt with it before but they should be able to find the answer quickly and easily.
Support staff should have a guru/expert to ask, or a directory to look up for these sorts of things, if it’s not in there yet, then make sure it goes in after this question, ready for the next person. It shouldn’t require a queue. If the person doesn’t know and can’t check, “I’ll find out” and come back to you. Instead you get a sort of weird hybrid where the staff act like bots dealing with a hot potato that they seem to be rewarded for throwing away.
My guess is the focus on performance is having adverse effects. I used to work in a contact centre and when agents were on email, it was allll about cases per hour.
So if someone emailed in and asked a question that could’ve been answered (generally speaking) but there was any excuse to send it back for 'more info" they’de take it. Great for the report chart, not so great for customers.
I also think, and I’ve said it before, that there’s a clear lack of knowledge and empowerment at agent level. Nearly everything has to be sent to a ‘specialist’ to be sorted. That might just be the way they sack the customer off to another agent but if it isn’t, starting here would be a good bet!
I’m sure deep down, you know what point I was making. That its nonsensical for you to rationalise the poor service of the bank, just because there the vendor made a mistake first.
Anyways, last post for me here, as this is getting slightly silly. Posting criticism in here seems to not be too dissimilar to being critical to Apple in /r/apple I’ve asked admit to delete my account.
To the folks engaging in an adult conversation, thanks for the replies and thoughts.
To the fixed mindset sheepish folks, reading to reply, and rationalising the poor service by blaming everybody than your Monzo overlords…Good luck.
My point was that I think it’s worth exploring why you got a better customer service experience from the people you are trying to send a large sum of money to, than the bank who facilitate the payment
I even agreed with you that there are plenty of flaws in Monzo’s customer service - but I don’t think it’s fair to throw the majority of the shade onto Monzo when the error was made (and resolved by) the vendor, who again have a greater vested interest in receiving the large sum of money you want to send them.
I think that is a reasonable view?
Fair enough I didn’t need to drop a silly meme into this - but then you didn’t need make a comparison of a calculation error to an emergency response either.
Doug_hboy
(Always be alert because the World always needs lerts.)
50
Why couldn’t you pay the amount per the limit authorised and then pay another £2 with a separate payment either the same day or the next day? Seems to me there are ways around this issue. As stated I can’t believe the payee increased the price by £2 although I believe you said he waived the increase. However I can see your point and some years back you’d call your bank and they’d say no probs.
At a guess, simplicity. Having just the one invoice to find at year end.
The amount of whataboutary in this thread has circumvented the main point I think, which is that, in a circumstance where you want help right there and then, you can’t get it from Monzo. Sure, there are things that the OP or the supplier could’ve done, but why should they.
Slow response chat is amateur level customer support, for a bank with +£8m customers I think they can do better here.
I’ve asked admit to delete my account.
