And I!
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I canāt help but wonder if someone in Monzoās CS saw this topic so put the best people on it 
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Could be that, but Iāve had great speedy customer service on a Sunday last week without posting on here first! 
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Hmm, Iām veering towards too harsh.
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¦
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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):
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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.
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It would be better if there was a dispute tracker or similar somewhere.
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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.
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Maybe Iāve missed if, but where have they promised to fix it?
Goodness me.
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?
No, but this isnāt going to be no1 priority is it?
Saying āyouāve promised to fix thisā isnāt true. They are working on it, with no promises and no deadline.
Maybe itāll be next week, maybe itāll be next October. Only you can decide whether itās enough of an issue for you to downgrade.
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Iāve asked Support the same question very recently and whilst the support was timely it, I donāt think, was correct. They said the reason the nationwide isnāt displaying transaction history is because Iāve not used it for 90 days. Maybe Nationwide has limited it back to 90 days?
They did acknowledge Nationwide is causing Trends to be not working properly but couldnāt give any details about when it might be fixed.
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This is similar with Revolut. It keeps disconnecting the connection so loses the information and continually asks me to renew so itās a clear issue with Nationwide.
Though Nationwide will disconnect after minutes, not days.
I wanna know which [bad people] from which [bad company] were involved
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