Maybe Monzo could have supplied more timely assistance to the customer, as I assume this is a known issue, rather than expecting the customer to trawl the Internet to discover this generally unknown tripwire…
In fact, I’m kind of surprised the knowing sages on this post only posted the answer after being told of the problem.
I repeat, the customer is not at fault here. A very tardy Monzo customer service culture could have solved this long before having to post here…
Why would I have had to make clear what email server she was using?
The situation is this.
Monzo customer locked out of Monzo app is unable to receive mails from Monzo and they’re not appearing in her junk folder.
Appeals directly to Monzo go ignored for more than a week.
Customer understandably pissed off.
That’s it. Not her fault in any way, so pull your head in and recognise Monzo might be loosing their grip. They used to be good but seem to have settled for mediocrity.
Did it at no point in the last 8 days after continually asking for an email, it occur to you that it might be the iPhone that was causing the problem?
Because the service being using can have a material effect on the advice given. If it’s service A and other people report never having a problem with service A, that’s useful to know. And if it’s service B and other people report having a problem with service B, that’s even more useful.
Had you mentioned iCloud in your first post, you could very quickly have been pointed to existing discussions and a lot of the discussion could’ve been short-cut.
A couple of years back my own company had a problem where customers with Hotmail email addresses weren’t receiving our emails. If a customer reported a problem but didn’t say they were using Hotmail, we’d be unable to offer useful advice until we established they were with Hotmail. If they mentioned Hotmail at the off, then again we could short-cut a lot of unncecessary discussion.
You didn’t mention iCloud until the post two hours ago where you told us about Monzo finally giving you the solution. You shouldn’t be surprised that we were unable to post the solution before knowing this material fact.
Out of curiosity which folder were the emails in when you checked via the iCloud website?
Was it a folder you can also see in the iPhone mail app (but the emails just didn’t show in that folder when viewed via the mail app) or was it a folder that only showed in the iCloud website but not in the iPhone mail app?
It was the same junk folder that appears in the Mail platform on her phone, but the Monzo emails were not showing up in her phone mail client, but were showing up in the webmail platform.
Perhaps Monzo, being possibly aware of this issue for IOS users, could add some pointers about where their mails might end up. There’s no point in people trying to blame Apple, or iCloud, or IOS or even my partner’s lack of extended IT skills. This is down to Monzo and Monzo alone.
And how exactly am I supposed to identify the precise information required for specific solutions to be suggested? More specifically why should I be guilt tripped for a fundamental lack of customer service from Monzo? (Oh yeah, I see, you’re an investor!)
If this is a known problem, why doesn’t Monzo provide possible answers right in the app instead of just saying “we’ve sent you an email”.
And even more to the point, why does it take eight days to get a reply to an email, which suggests calling a phone number that resolves in a dead end, suggesting writing an email. This is a process worthy of Kafka, and it’s not my partner’s fault, or Apple’s fault, or a problem with iCloud. It’s Monzo’s problem and it’s for them to solve. Or, as I can see, probably not.
Couple of reasons.
When the only things NOT functioning on the iPhone are the emails Monzo insist they are sending you, why would the iPhone come under suspicion?
I’ll repeat once again. Why has it taken over 8 days for Monzo to get in touch via email and suggest looking at the Junk folder in webmail rather than in the Mail client on the iPhone? Why wasn’t that information sent via the app when the “didn’t get the email” button is clicked?
The entire problem here is Monzo’s lack of response, and the swathes of experts here trying to guilt trip me and my partner for not having sufficient IT skills to solve Monzo’s problem.
That you know of.
You weren’t clear with people here from the start and as explained higher up, they need all the info about emails/servers/clients etc. iCloud won’t be the most popular email, so that isn’t going to be their first response.
But at least you’re sorted now.
I’d expect better service from a bank, pandemic or no pandemic.
They shouldn’t really direct people to it from the phone line in that case.
Man, people are brutal around here, hope I never make a mistake and ask for advice here, as usual the Monzo community at its best, making people feel worse than they should. People say IT professionals are arrogant but the Monzo community tops anyone I’ve ever worked with. Well done op for getting it sorted!
Edit: My post was hidden despite the fact it had 8 likes. People can bully and insult people, make them feel awful but my post for calling people out is hidden?
I was explaining why knowing the email service being used would have been useful. Had I seen and participated in this thread yesterday, I would’ve asked this; I don’t expect you to be a mind reader. But equally I don’t think it’s helpful to make apparently sarcastic comments about ‘knowing sages’ only being able to ‘post the solution after it has already been mentioned’.
Irrelevant. Have a look through my post history and you’ll find plenty of instances of me being critical of Monzo.
I appreciate you’re unhappy about the situation and the slow service from Monzo, and that improving the user flow for situations where emails are being filtered is clearly something that should be looked at. But we’re all customers here trying to help you, and it’s difficult when you start also taking that anger out on us. I’m sorry I couldn’t have replied to your post straight away with details of how to check the junk for the email, but that I couldn’t doesn’t mean I or anyone else here has done anything wrong.
Finally, if an email provider filters an email, that absolutely is an issue with the email provider and their fault. Not Monzo’s. Monzo have no control over any filtering that any email provider might apply. It’s very similar to how if the Royal Mail keep losing my Amazon parcels, the problem is with Royal Mail who are losing the parcels (emails) and not with Amazon, who are sending them.
Thank you for your reply.
Perhaps there has been a misunderstanding here. My complaint was why there had been no constructive response from Monzo for over eight days.
Within the technology levels that I and my partner live our lives,it doesn’t need to be so extensive that we have to list our entire email IT structure to get help. Despite the help required was trying to get Monzo to respond to our multiple attempts to have them contact us - including calling the number on the back of the card, which resolved nothing.
It’s simply not feasible, or reasonable to blame the customer’s lack of IT skills as the reason their bank can’t solve the problem. It’s not the customer’s problem; it’s the bank’s problem.
Monzo evangelists recognising that fundamental truth, would be incredibly helpful rather than trying to guilt trip the customer.
I think the root of the misunderstanding may lie here:
Posters on the forum took this to be you seeking help and advice on how to resolve the email issue.
What if after your first phone call Monzo had said “We can resolve the problem by changing the email address” (after performing appropriate KYC checks to make sure the change request is legitimate? Would that have solved the solution acceptably for you?
Surely the fundamental problem here is that some transactional emails are, in some circumstances, not being delivered to inboxes. That is very much Monzo’s problem to address regardless of where the fault lays.
I agree. My point exactly.
I find a bit bizarre that iCloud treats emails differently in different places.
I would refer you to the response from ipoolrob below. You have assumed I had an email problem. I assumed you had understood the precisely explained problem I had, which you seemed to acknowledge in your first cut 'n paste!
Splitting hairs and making assumptions is never going to end well, especially as it would appear you have a conflict of interest between the point of view of the customer and the point of view of the bank. Although that said, as a very early adopter of Mondo (as it was then) to the point where I am unable to get any tangible customer service for eight days, where my partner’s account is in effect unavailable to her, does seem to indicate the culture Monzo espoused at the beginning might have started to fray around the edges.
Maybe Monzo is no longer a challenger. It appears to have started behaving in the manner I’d expect from the establishment. And if that’s the case, what is Monzo’s reason for being?
I’m used to establishment banks. I have (thank goodness) other establishment bank accounts. I don’t need another one.
I’m not assuming anything, and nor am I splitting hairs. The discussion was well established before I even entered the thread and contributed the information I could - a link to a page detailing how iCloud filtering can filter emails in to ‘Junk’ before they even reach the email client. Primarily because this was useful background and would be helpful to anyone in the future if they have the same issue and search the forum for help.
In the course of the discussion it became apparent that people were talking at cross-purposes, and you made your statement that “there has been a misunderstanding.”
It was at the point I went back to your first post to see if I could identify where the misunderstanding originated, for the benefit of everyone involved. I identified it as being where you said you wanted there to be “some action that allows my partner to access her money.”
The only possible action people reading could take would be to suggest how to check junk filters, etc, and they responded on that basis. It’s now clear that you intended your post to mean “Monzo’s support processes are inadequate”, and that when you wanted action taken, you specifically meant action by Monzo. But I can reasonably see how that wasn’t clear to people at the time, and why the discussion has gone down an avenue you didn’t intend.