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 (*)
ļ»æ
ļ»æIām so sorry for the delay in getting in touch, weāre dealing with a high volume of email requests at the moment.
ļ»æ
ļ»æHow can I help you today?
ļ»æ
ļ»æKind regards,
XXXXXXX
Customer Operations
Monzo Bank ()
(I deleted her name at the end of the email for privacy.)
At this point, Iām 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 Iām waiting for a response. I have zero confidence that Iāll get a reply to my complaint. And I have a lot of confidence that Iāll 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.
Monzo raised a complaint for me, I didnāt really even say anything bad, but they raised one and then followed it up pretty swiftly in the end. They didnāt need/ask for ID and didnāt even ask me if I wanted to complain.
Yes, staff have said on the community before that if a customer contacts them by email, they may need to carry out ID verification before being able to reply.
OP, were you specifically asked to email your complaint in rather than use the in-app chat?
Why Resolver: it started when I had trouble with O2 - they refused to port my number and I couldnāt speak to anyone senior to handle it (the non-UK call centre didnāt know anything about Ofcom rules). I tried emailing/tweeting, but no luck. Then I used Resolver and it was resolved(!) within a few hours.
Then I used it for a couple of other companies and got incredibly fast response times (hello Plusnet and Nationwide) and now itās my go to. Often they send it to a non-first line support team, so it gets fixed in one contact.
They also send updates to follow up, and keep all the correspondence in one place.
This is the first time it hasnāt worked (Iāll admit I went straight to Resolver without looking for a complaints email for Monzo).
So yes, big big fan of Resolver.
Iād never use it for first contact. Itās only when something has gone wrong with customer service and CS canāt fix it.
Oh right, personally I just email the CEO office. Thatās never failed, you get through to a higher tier complaints person who actually understands what youāre going on about. Or can at least research the issue and come back with an answer which is generally resolved.
):
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