What I said confused you. I think forum fella was fine I’m on about cops doing this sort of chatting in app chat not on forum.
I went through my logs recently in connection to one issue I was told a fix then when that did not work I had two more people said it would.be fixed by end of day each new person trying to be paly paly. I’m just giving feedback that I agree with op that support and cops both need work. I also agree with op that within legacy having worked there it’s a big fail even for legacy to have chats going like his.
phildawson
(Sorry, I will have to escalate this.)
28
I’ve been experiencing 4-6 days response on chat between replies.
4-6 hours would still be a lot, 150hrs of waiting is ridiculous even for non-urgent.
I really, really wish we could have separate chats for each issue, not this endless WhatsApp style all one chat. I want to be able to close chats once I feel it’s resolved, and open new ones again with the choice of urgent (1hr) or non-urgent (1day) response time.
NatWest they’ll answer with an hour or so most days.
Is there any particular reason why Monzo have decided that the automated chat text shouldn’t ask the customer to say what the issue is?
I get that they’ve already passed through some filters to get to ‘something else’ but given that we all know exactly that the coop is going to say (spoiler: how can I help you) does it not make sense for the customer to encouraged to describe their problem?
I imagine the small change would save a huge amount of staff time and decrease wait times overall.
It’s happened to me a few times now where I’ve been left waiting for hours on end for a reply, it’s not acceptable to be waiting over 12 hours for a reply or to hear “from a specialist”, happened to me at least 2 times in the last month. Not acceptable and especially if people are on holiday and need to get in touch with Monzo Support
@anon50039658 are there going to be any changes to the chat in regards to wait times or time it takes to gear from the specialist?
If it wasn’t for free spending abroad, I would not be using Monzo. Their service customer service is Crap.
Especially when handling important issues like fraud.
It does not help that each reply is from a different agent.
Sure you can chat on Sundays, but it does not help if thre service is shit.
Two things exacerbate this.
Their ticketing system & UI sucks which means CoOps lack context. There is one thread for all tickets presented to the end user, this may not be presented to the CoOp. Also when one clicks on a report transaction, the data is not passed to chat which is not expected based on UI.
The second is their tone of voice. It treats all situations the same and comes across as unnatural, and scripted.
I’ve complained 3 times to Monzo regarding wait times. I opened a NatWest account last week, stupidly I closed my old account to go ‘full monzo’. I’ve also written to BBC watchdog. I think we are being more than reasonable and certainly not harsh as you’ve put.
Number one rule, look after your customers or they will go somewhere where they feel valued.
1 Like
phildawson
(Sorry, I will have to escalate this.)
37
I’ve been having issues since August trying to get a proper response on chat, it’s just Q’s mostly for my own info but I would define as non urgent and trivial.
Anyway I wrote “complaint” just seeing if that automatically escalated the chat to bring it to attention. After it taking up to a week for a reply and that just being an apology. It didn’t do anything but when it was eventually seen they turned it into an official complaint.
I said I want a chat I can depend on if I actually had a critical need to get in touch as a resolution.
Within three days they offered cash I wasn’t expecting to resolve it, which is really nice surprise but haven’t actually answered any Qs.
To me it’s clear they’ve panicked and got a lot of cheap remote help who don’t really understand the Monzo way and are just dealing with the very basic questions, the level of competence is very low.
If that’s the case then I apologise. You did say “Qs” which is plural but still…
You’re registered on here and you must see everyone referring to the help guides in the app, other topics and blog posts etc, so why would you choose that route to get answers to trivial questions? Especially if you’re concerned about them answering quickly should you have an urgent issue?
