Last time I used chat I had 3/4 automated messages that clarified my request and asked if it was urgent such as:
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Urgent chat is still there. The COp has to end your previous conversation and it has been determined that not all do this 
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My query isnāt urgent but how long should I expect to wait now? Itās been 19 hours. Some indication of wait times in Chat would be very helpful.
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But what if you have an urgent query while your previous chat is still genuinely ongoing but there are hours between responses? 
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Call them? Itās infuriating, but itās the best option if your queue is urgent.
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Maybe you should be able to have more than one conversation?
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And if you have chosen to use Monzo because you have a disability that means you canāt use the phone? The live chat support was a big selling point, they really need to iron out these problems and get things back on the up again.
At the very least there should be a way for the old chat to be closed is the agent neglects to do so after resolving an issue.
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Yeah. Monzo proudly wrote its own software, and stupidly made it like one massive long whatsapp chat, instead of individual support tickets. Presumably the staff thought they wouldnāt end up taking days to answer questions, and customers wouldnāt need to raise an urgent message about a different issue during that time.
Insane.
Customer service taking an absolute age will be Monzoās Achilles heel if it isnāt careful.
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Absolutely this. 
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My thoughts are that the chat service can adjust the priority based on the type of issue raised, as it should be.
While I can appreciate it can be frustrating to get turned down for credit many banks will simply say yes or no and wonāt give you any information or reason why.
Overdrafts are an insidious form of credit too, as itās easy to go into them and for some difficult to get out of.
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Oh yeah I agree, I was just explaining why some people might think urgent chat has been removed when it hasnāt
I think the option to close conversations yourself would solve this, or the ability to āupgradeā your current chat to urgent Although I feel the latter may get abused if people have been waiting an hour and have expected an answer by then.
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Itās been 25 hours now and no reply. Interested to hear peopleās thoughts on the length of time to wait for a non urgent enquiry.
I personally think 48 hours should be the maximum. How Monzo would be alerted to this is another matter.
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I feel like thereās some other problem if youāre still waiting, Iām not at home but I can try and get someone on slack to have a look if you DM me your email address.
Thanks Beth thatās really kind but Iām happy to wait. I donāt want to make you work on your weekend 
Iāll send another message in chat first and see, if not Iāll let you know 
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I feel the customer being able to mark a problem as solved then that automatically closes the ticket might be helpful?
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Honestly? An hour.
Iāve said before, but if Iām needing to contact my bank, it has to be semi important to me.
I can contact literally any other bank for anything, and have an answer in less than 10 minutes on the whole (usually much quicker).
I think the āchatā element is nice, and prior to Monzo moving it in house, was one of the best chat systems Iād used (appreciate itās just Intercom, but it worked well).
Half the problem seems to be the extra delay in between asking the first question, the COP coming back to you asking for more info, and then the extra wait after that.
I was such a big fan of Monzo CS, so much so that it was a real driving force in me moving everything over to them.
But the last 2 times Iāve had to contact them (aside from the phone call, which was good), itās been a very frustrating experience.
After the CS debacle last year (followed by a big proud āthis is how weāve overcome the CS issues, we are now great againā thread), I really didnāt expect to be in this situation where only a few months later, we are back with the same long wait times.
This forum is filling up with people who are having issues lately - Most of them start by saying they havenāt heard back from Monzo CSā¦
So yeah, back to the original questionā¦ Urgent for me is less than 5 minutes (with someone who actually stays with you, and doesnāt answer and then disappear),
Non urgent would be less than an hour.
As alwaysā¦ itās my own personal opinion before anyone jumps on itā¦
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Hi Beth, Iāve heard back now and cops are dealing with my enquiry. Thanks for your offer of help. Paul
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I feel that , for sorting some problem ill need to contact and dispute my case on forum to be heard and someone from Monzo will answer and help.
Today i had same problem. I wanted to top up my card on Official TFL Android App, and i tried 3 times to do it and not sorted this. ok - may be some problems that is not in my power to know, but i applied for help as well to Monzo chat. I defined that my case is not so urgent to make request on phone.
I answered always at same time that support wrote to me answer, but i was still waitingā¦
And look on screen shots and see how is working ā¦
I personally donāt think thatās too bad.
If you want to aim to have your question answered a lot quicker (or in the first go), youāll need to give far more detail in your initial message to avoid the back and forth. The more you can give the better, which will allow them to replicate and pinpoint the cause.
EG.
- What you we trying to do
- Steps to you took
- Screenshots or the exact error message
- What you expected
- What else you tried
I recently had an issue whereby 3 direct debits were expected from the same provider. I put all of the above in the first message and it was immediately escalated to a specialist who came back and had fixed it. It was really quick and simple
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1h is definitely better, I wonder if part of the issue is that monzo does not consider their main support to be live support but reply, hold and move on. Thatās not great as it means the ticket goes back into the queue rather than immediately going back to the person who was handling it.
I can see why theyād do it, it saves them probably tonnes of money, but obviously itās an extremely poor experience for customers.
It seems like itās essentially an email ticket system masquerading as a live chat.
In my opinion at least, monzo should not be moving on to other tickets after they reply, not right away. They should give the customer time to reply so they can continue with the ticket immediately.
It looks like they replied a couple of timeās here but failed to stick around for the customers reply more than once. Iām not sure if thatās really acceptable for a bank.
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