Iām going to pass this on to a specialist team who are the best people to help you.
While youāre in the queue we wonāt be able to see any more of your replies so youāre welcome to leave the chat for the moment. Our team will reach out in the next few hours once theyāve taken a look at your message.
Hi [name], [name] from the Plus and Premium team here
Hope youāre well.
Sorry to hear youāve lost some of your transaction history.
Can you please give me some more information on this? Thanks!
Iāve 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. Iāve 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 canāt see anything before 6th April this year.
(Weāve not got to a resolution yet, but Iām impressed with the responsiveness so far ).
And is only recently youāve been unable to see this far back?
This is excellent, it feels like having a conversation with a real human. Which, of course, is whatās happening.
Hereās 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!
Iām going to get another member of the team to take a look at this for you, as Iām unsure why they arenāt showing anymore
Just like before, while youāre in the queue we wonāt be able to see any more of your replies so youāre welcome to leave the chat for the moment. Theyāll be sure to reach out soon!
Our team have said theyāre aware of the issue and itās likely it wonāt be solved in the next few days but theyāre hoping to have a fix for it in the near future
So no fix just yet but an excellent experience.
Fast updates
Natural, human interaction
Ownership of the problem
Promise of a resolution
I donāt really mind that itāll take some time when things work well like this.
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 youāre 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 wouldnāt do. at all. no!
Hold up. Lemme put my tin foil hat on for a second.
What if this is what the neon card giveaway was for? To collate all your Monzo accounts, so Alan delegates you to the best agents as a ploy to turn the criticism into mass praise within our own little chamber. Iām onto you @AlanDoe
Okay tin foil hat off.
Maybe, and I hope itās the case, theyāre getting better. @Peter_Gās experience with this is how I was hoping my issue with the clocks would have been dealt with. As a bug report, not a complaint. Maybe itās because of the interest charge, but I think Monzo need a specific dedicated route for reporting bugs that results in this sort of experience. Because right now the app still just sends you here.
I canāt figure out if Peter got lucky with the agent, or just said all the right stuff and by pure happenstance began from the correct route to begin with (if that even makes a difference) or if Monzo have really turned a new leaf in terms of competence.
I donāt think Peterās process was exactly great or the best it could have been, I think itās still a poor process, just well executed in this case. That first person he was escalated to, should be, IMO the first person he spoke to.
Good support from the agents involved
Still a dreadfully poor process
But no longer dreadfully slow
Iāve recounted a tale before of when I had a current account with N&P (RIP) and a credit card with Virgin. N&P messed up and didnāt process a direct debit. Virgin treated me, well, like scum. Their collections department was clearly trained to treat every customer in difficulty (whether or not it was their fault) as people to be patronised and talked down to. N&P, however, was excellent. They took ownership, paid for all charges and then gave me more money on top. But it was the personal attention and the time the lady took to call me at a time of my convenience, explain what went wrong and how they would put it right. Only after N&P gave me a letter for Virgin did Virgin cancel charges. And then they messed up and charged me interest or something. I cancelled my account with them and will never go back.
The point of this tale is that itās not so much what companies do, but how they do it. In this case, yes, there were a few hand-offs. But actually I didnāt mind that as I quickly got to someone who knew what they were doing and was talking to the right people. And I donāt really mind that itās not fixed (yet) as I wasnāt screaming into the void with a front line person who either didnāt know whatās what or wasnāt empowered to go beyond the ārestart device, reinstall app, shrug shouldersā script which I, perhaps uncharitably, had assumed Iād get.
As to your issue, I totally get it wasnāt handled correctly. But I donāt think itās a bug report: the system is worked as specified - itās just that they got the spec wrong. Itās a frustrating one as, if they acknowledge it theyāll probably need to correct back charges, incur negative press etc. But itās pretty clear cut, so I think they should just bite the bullet and do it. Quite what a good customer journey would be if they donāt want to acknowledge that itās an issue, Iām not sureā¦
So today I dropped support a line to see whatās happening with this.
I messaged at 11:18 this morning with two questions and some feedback:
Hello!
Three things:
Some feedback: itās now not only extremely difficult to find the chat (not cool) but I canāt just nip in and look at old conversations without starting a new chat / answering questions (also not cool).
Could you kindly update me on the outcome/progress of my chargeback against [redacted to protect the guilty]?
Could I have an update on the Nationwide connected account issues I raised in September? You promised a fix but it seems to still persist, which is affecting the value I get from Monzo Premium.
I got a reply at 11:42 (24 minutes later, I think). Emphasis is mine:
Hi, [redacted] from the Plus and Premium team here
Thank you for your feedback, I can see that you have mentioned this before and we have fed this back to our development team. I can see that this was also addressed in a complaint response sent on July 29th.
I can see that we refunded you for the [bad company] amount on May 23rd. The chargebacks can take up to 90 days to complete. If [bad people] had disputed this we would have been advised of this and contacted you to advise, so that has gone through and not been disputed.
Iām afraid there is no further update regarding the Nationwide connected account issue. Our team are aware of the issue and are working with Nationwide to provide a fix for it in the future, Iām really sorry but I donāt have a timescale on this for you
Let me know if thereās anything else I can help you with today otherwise have a great day
So this was a top notch, timely response. I was ready for general confusion given Iād asked about different things in the same message, but it was full and comprehensive. Excellent service.
Three bits of feedback (nothing to do with the excellent person who helped me):
The new chat entry really needs a way in to read old chats. I wanted to check the comms around the dispute and Nationwide a week or so ago, and could only do that by starting a new chat. The agent was very confused when I told them I was just reviewing old messages. Felt like a waste of both our time.
It would be better if there was a dispute tracker or similar somewhere.
Promises really need to be kept. Iām okay with there being issues with the Nationwide connection. And have been very happy with the support so far. But the fix needs to be made. Iād be more lenient if this were a Nationwide issue (if it is, tell me please) but ultimately Iām paying for this service so it needs to work. Iāll probably give them until Christmas (Iām feeling generous) then ask for some money back, given I canāt use Trends properly (one of the main reasons I subscribe to Premium). But I hope it wonāt come to that.
@AlanDoe I donāt know if itās the done thing, but if you wanted to give the COp an internal shout out / feed back to the team, then I can give you names etc.
More proof the fruity summer cards were a ploy to link community accounts with Monzo accounts to flag them for A VIP support experience so thereāll be no more support complaints ever again!
In all seriousness, thatās a fantastic response, and all it took was for the agent to actually your message and reply to it, rather than look for a certain keyword to find their scripted answer for that keyword like a lot of interactions tend to go, and they completely miss the point of your message.
Wish all support agents would deal with queries like that! Great job to whoever handled your message there!
Okay, first time round they technically said they āhopeā to fix it. Second time round it was āour team is aware of the issue and are working with Nationwide to provide a fix for it in the futureā.
What are you trying to say? That the issue shouldnāt be fixed?