Lost transaction history in connected account 😡

A bad thing has happened.

I am have a Nationwide connected credit card. It used to have a lot of back data. Looking at Trends, though, it like like there’s no history before April this year.

Of course, this really messes up Trends and removes a lot of the point of connected accounts.

Refreshing and removing/reconnecting doesn’t fix it.

Is anyone seeing anything similar?

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:eyes:

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As a follow up to the " :eyes: "

Have you pinged the team through chat yet @Peter_G ?

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I haven’t.

(I’ve never found chat to be particularly responsive to this sort of thing so have learnt not to worry them).

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Not done an extensive check, but I am have a Barclaycard connected credit card, and it certainly goes back to April at least. I stopped swiping through the months after February though.

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Okay I’ve contacted support. Let’s live post my progress.

Step one: go to the Help tab and utter the right incantation (search for contact). :man_facepalming:

Step two: new screen :tada:

Now, do I choose Plus/Premium or Monzo account/ app? :thinking: Neither of them look like they’ve got what I want:


I plumb for the Monzo app option then “let me describe the problem”

Annoyingly, the bug in the support chat that means the first word of a sentence isn’t capitalised is still present on this screen.

And there we go! Back to the old interface:

Updates to come!

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Do you mean it messes up the current balance showing for this month, or just because you can’t see historic trends data?

I mean this!

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Sad to say, but I have zero faith in chat helping/solving this.

It isn’t just a Monzo thing, these sorts of more complex issues, they are not trained/experienced/knowledgeable enough to handle.

There’s currently an error with the British Gas app and there’s zero point asking chat because I’ll get them telling me to reinstall and then saying they “look into it”

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Sadly, I agree.

Against my better judgement I’ve put in the request and hope to be (pleasantly) surprised.

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Update!

Good afternoon :wave:t4:

Thanks for getting in touch!

I’m going to pass this on to a specialist team who are the best people to help you.

While you’re in the queue we won’t be able to see any more of your replies so you’re welcome to leave the chat for the moment. Our team will reach out in the next few hours once they’ve taken a look at your message.

Thanks for your patience.

Sent 1306 so response within 30 minutes.

So far, so promising!

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Just posted this:

Same issue by the looks of it.

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Another update!

1313

Hi [name], [name] from the Plus and Premium team here :wave:

Hope you’re well.

Sorry to hear you’ve lost some of your transaction history.

Can you please give me some more information on this? Thanks!

I’ve sent them a screenshot of the connected amount with this message:

So this screenshot is of the extent of the transactions in Monzo from my connected account. I’ve had this account connected since I subscribed to Plus when it first came out. It used to have a good year or so of transaction history. But now I can’t see anything before 6th April this year.

(We’ve not got to a resolution yet, but I’m impressed with the responsiveness so far :muscle:).

Update!

1322:

Thanks for the info and sending that over!

And is only recently you’ve been unable to see this far back?

This is excellent, it feels like having a conversation with a real human. Which, of course, is what’s happening.

Here’s my response:

Yes. I used to have quite a long feed of transactions (that helpfully fed through in Trends).

And a swift reply (timestamp 1324):

OK, thanks for confirming that with me!

I’m going to get another member of the team to take a look at this for you, as I’m unsure why they aren’t showing anymore :thinking:

Just like before, while you’re in the queue we won’t be able to see any more of your replies so you’re welcome to leave the chat for the moment. They’ll be sure to reach out soon!

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Update!

Hi [name], [name] taking over. I’m a specialist here at Monzo.

I’m sorry to hear about the trouble!

Would you be able to disconnect and then reconnect the NationWide account to see if it refreshes for you?

Let me know how you get on :sparkles:

I’ve already given it a go, but will try again. Give me a minute.

A minute passes…

Okay, done. Just the same set of credit card transactions, I’m afraid.

Thank you for trying!

I’m going to ask some engineers to take a look into this as I’m not sure why it’s not allowing you to see the full transaction feed.

I’m sorry for any inconvenience caused by this, as soon as we have an update we will send you a message in the chat to let you know.

Let me know if theres anything I can do to help you with in the mean time :blush:

No resolution yet but I’m impressed with the engagement so far. Excellent work, Monzo.

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We have a conclusion!

I’m back!

Our team have said they’re aware of the issue and it’s likely it won’t be solved in the next few days but they’re hoping to have a fix for it in the near future :pray:

So no fix just yet but an excellent experience.

  • Fast updates :white_check_mark:
  • Natural, human interaction :white_check_mark:
  • Ownership of the problem :white_check_mark:
  • Promise of a resolution :white_check_mark:

I don’t really mind that it’ll take some time when things work well like this.

11/10 would report again.

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:lipstick::lipstick::lipstick::lipstick::lipstick:

Five lipsticks out of five for customer service. Well done Monzo.

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That’s a great result. Let’s see if it indeed fixes soon.

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I’ve racked my brain to know what you mean here…

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Really minor, but weird. When you type there is no automatic capitalisation. Usually when you start a new sentence the first letter is magically capitalised. When you’re typing on chat (for me on Android at least) I have to remember to put the capitals in.

otherwise it all ends up like this. which wouldn’t do. at all. no!

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