Lost transaction history in connected account šŸ˜”

Update!

Good afternoon :wave:t4:

Thanks for getting in touch!

Iā€™m going to pass this on to a specialist team who are the best people to help you.

While youā€™re in the queue we wonā€™t be able to see any more of your replies so youā€™re welcome to leave the chat for the moment. Our team will reach out in the next few hours once theyā€™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 youā€™re well.

Sorry to hear youā€™ve lost some of your transaction history.

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

Iā€™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. Iā€™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 canā€™t see anything before 6th April this year.

(Weā€™ve not got to a resolution yet, but Iā€™m impressed with the responsiveness so far :muscle:).

Update!

1322:

Thanks for the info and sending that over!

And is only recently youā€™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 whatā€™s happening.

Hereā€™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!

Iā€™m going to get another member of the team to take a look at this for you, as Iā€™m unsure why they arenā€™t showing anymore :thinking:

Just like before, while youā€™re in the queue we wonā€™t be able to see any more of your replies so youā€™re welcome to leave the chat for the moment. Theyā€™ll be sure to reach out soon!

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Update!

Hi [name], [name] taking over. Iā€™m a specialist here at Monzo.

Iā€™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:

Iā€™ve already given it a go, but will try again. Give me a minute.

A minute passesā€¦

Okay, done. Just the same set of credit card transactions, Iā€™m afraid.

Thank you for trying!

Iā€™m going to ask some engineers to take a look into this as Iā€™m not sure why itā€™s not allowing you to see the full transaction feed.

Iā€™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 Iā€™m impressed with the engagement so far. Excellent work, Monzo.

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We have a conclusion!

Iā€™m back!

Our team have said theyā€™re aware of the issue and itā€™s likely it wonā€™t be solved in the next few days but theyā€™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 donā€™t really mind that itā€™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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Thatā€™s a great result. Letā€™s see if it indeed fixes soon.

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Iā€™ve racked my brain to know what you mean hereā€¦

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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 youā€™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 wouldnā€™t do. at all. no!

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Oh I see! Your post makes it seem like you can see the error so I was checking every sentence in every picture :joy:

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And I!

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I canā€™t help but wonder if someone in Monzoā€™s CS saw this topic so put the best people on it :sweat_smile:

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Could be that, but Iā€™ve had great speedy customer service on a Sunday last week without posting on here first! :man_shrugging:t2:

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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. Iā€™m onto you @AlanDoe :male_detective:

Okay tin foil hat off.

Maybe, and I hope itā€™s the case, theyā€™re getting better. @Peter_Gā€™s 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 itā€™s 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 canā€™t 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 donā€™t think Peterā€™s process was exactly great or the best it could have been, I think itā€™s 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 :ballot_box_with_check:
Still a dreadfully poor process :x:
But no longer dreadfully slow :ballot_box_with_check:

Is that a fair take or am I being too harsh?

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Hmm, Iā€™m veering towards too harsh.

Iā€™ve 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 didnā€™t 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 itā€™s not so much what companies do, but how they do it. In this case, yes, there were a few hand-offs. But actually I didnā€™t mind that as I quickly got to someone who knew what they were doing and was talking to the right people. And I donā€™t really mind that itā€™s not fixed (yet) as I wasnā€™t screaming into the void with a front line person who either didnā€™t know whatā€™s what or wasnā€™t empowered to go beyond the ā€œrestart device, reinstall app, shrug shouldersā€ script which I, perhaps uncharitably, had assumed Iā€™d get.

As to your issue, I totally get it wasnā€™t handled correctly. But I donā€™t think itā€™s a bug report: the system is worked as specified - itā€™s just that they got the spec wrong. Itā€™s a frustrating one as, if they acknowledge it theyā€™ll probably need to correct back charges, incur negative press etc. But itā€™s 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 donā€™t want to acknowledge that itā€™s an issue, Iā€™m not sureā€¦

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So today I dropped support a line to see whatā€™s happening with this.

I messaged at 11:18 this morning with two questions and some feedback:

Hello!

Three things:

Some feedback: itā€™s now not only extremely difficult to find the chat (not cool) but I canā€™t 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 :wave:

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.

Iā€™m 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, Iā€™m really sorry but I donā€™t have a timescale on this for you :pray:

Let me know if thereā€™s anything else I can help you with today otherwise have a great day :smiley:

So this was a top notch, timely response. I was ready for general confusion given Iā€™d 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. Iā€™m 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. Iā€™d be more lenient if this were a Nationwide issue (if it is, tell me please) but ultimately Iā€™m paying for this service so it needs to work. Iā€™ll probably give them until Christmas (Iā€™m feeling generous) then ask for some money back, given I canā€™t use Trends properly (one of the main reasons I subscribe to Premium). But I hope it wonā€™t come to that.

@AlanDoe I donā€™t know if itā€™s 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.

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AHA!

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 thereā€™ll be no more support complaints ever again!

In all seriousness, thatā€™s 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!

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Maybe Iā€™ve missed if, but where have they promised to fix it?

Goodness me.

Okay, first time round they technically said they ā€œhopeā€ to fix it. Second time round it was ā€œour 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 shouldnā€™t be fixed?