My query was dealt with 20 mins rather than the 7 hours quoted. But has been escalated so awaiting response.
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Bit of feedback on in-app support. Might not be the best thread but here goes:
The term “specialist” is annoying. Don’t know why but it does bug me and from what i’ve read elsewhere on the forum it seems to bug other people when seemly straightforward requests are “escalated to a specialists”. It invokes imagery of a long chain of command (imagine a comedy sketch showing people pass the message up via various random comms mediums) then some obscure “specialist” at the top sends the message back down again via the tin cans and it gets jumbled due the Chinese whispers. To steal a phrase from the brexit debacle “the public are sick of experts”. Maybe we are. Something strange in the human psychology that makes it off putting. It also feels very formal for Monzo who usually utilise informal language and emojis in the same chat. Would it be better to sa,y "i’m going to pass this on to my colleague who deals with [insert specific area]? That feels more natural than just some faceless “specialist” sat in the rocket HQ room with buzzy dials and flashing buttons around him
end rant
You’ve just elongated the term ‘specialist’ 
I guess you just want it to be less formal? I have had people say similar to what you’ve suggested so I think it must vary between each customer operative.
Also, in my experience when something gets passed to a specialist, they then take over. So there is no passing of messages or “tin cans” as you call it. I guess this comes down to who answers and the type of enquiry again? 
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How about, “escalated to someone who knows what they’re talking about?”
Better than “I am going to transfer this to our S.M.E.”…
Support might need a little improvement 
Ordered a new card replacement and asked it to be “Hot Coral” (not a fan of the blue one). Person on the other end approved that it in fact will be “Hot Coral”…while getting transferred from one support person to another they somehow lost that “note” about “Hot Coral” and I received the blue one 
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I take your point. I didn’t articulate very well.
It does bother me though. For something that seems non special to be allocated as “special”.
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