Hi again, I’d like to follow up on my previous post from last week. Since then, I’ve been working with all the folks involved (the Plus, COps, and Complaints teams) to make sure we’re all aligned.
I know we’ve said it before, but I want to keep it super clear: we’re only giving automatic refunds to people who were on the Supporter bundle - because we weren’t going to deliver on the terms. But we’re letting anyone, who wants to, cancel their Plus subscription early. And in some cases where people have a specific complaint we’ve given them a goodwill credit in line with our usual standards.
I know you’ll still have questions about this, or simply disagree with the approach we’re taking. And that’s ok! We don’t expect to please everyone, but we’re doing our best to make sure that anyone who’s genuinely unhappy or feels they missed out gets a positive outcome. And our complaints team have reviewed complaints for consistency to make sure we’re treating customers fairly
And I think that’s all we’ll have to say on this for now. For questions about any individual circumstances, the best thing to do is get in touch with us directly and we’ll take a look at your account.
We’ll leave this thread open unless it becomes unconstructive or off-topic (let’s try to keep discussion about the future of Monzo Plus to the weekly update threads - here’s today’s).