You may remember I had a few issues transferring a large amount out of my account on a Friday a few weeks ago.
Well, I was advised (by Monzo staff) to raise the problem as a complaint. I did that (and I was very clear that no individual was at fault, that everyone tried their hardest, but it seemed like the system/communication was broken).
A week later, I got a follow up email asking for photo ID. I sent that last week. Today I received the following copy and paste email (the (*) was in the original email they sent 🤷🏽):
Hello there (*)
I’m so sorry for the delay in getting in touch, we’re dealing with a high volume of email requests at the moment.
How can I help you today?
Monzo Bank ()
(I deleted her name at the end of the email for privacy.)
At this point, I’m really confused. So now what? Is Monzo not actually reading complaints? Or just not communicating to staff? Or do staff not know how to access previous emails?
I replied explaining that I raised a complaint, here are the details, and I’m waiting for a response. I have zero confidence that I’ll get a reply to my complaint. And I have a lot of confidence that I’ll waste the next few months trying to get Monzo to fix something that they should be doing by themselves.
When we say Monzo customer service has collapsed, this is what we mean.