So I reported this to Monzo. Here’s my story:
- Reported Monday 1st at 1552
- Response at 1920 asking for details of the transactions. I replied at 1923
- Response at 1936 saying they were passing me to their specialist team.
- Response at 0724 (Tuesday) from someone else saying they were going to pass it to a colleague
- At 0729 they asked me if I was able to request changes to the merchant data in the app.
- At 0733 I said that I could do that but that the underlying merchant hadn’t changed and the history was still intact.
- At 0734 I was told I was being transferred to the Payments team.
- At 1402 someone from the Payments team told me that the issue happens when merchants change the data and I should resubmit through the app.
- At 1404 I said I didn’t think it was a problem with the merchant side as I could still see the correct number of transactions and that there had been multiple reports on the community forum. I also said that my other direct debits had had their categories reset. I asked them to escalate it to an engineering team so they could assure themselves it’s not a problem with the system.
- At 0811 (Wednesday - today) someone new took over and said “to confirm we process transaction exactly how the merchants requests” and “thanks so much for the feedback - I’ll escalate this to our product team are collecting all customer feedback and ideas so that they can be considered as we continue to update our roadmap as we plan new features.”
- At 0812 I replied saying “So be clear, this isn’t feedback for a feature request. It’s a report that your systems aren’t working the way you think they are.”
- At 0826 I had a response saying “Thanks for letting me know. I’ve advised the team accordingly and they’ll be able to review this further.”
I don’t like to get too cross, but any other bank would have me researching alternatives. Two issues:
- Two days being bounced around and for someone to understand the issue is just not on.
- Copy/paste responses without engaging in the substance of the issue - or even considering whether there might be a problem to be fixed - is really poor service.
Sigh.