I have a friend who takes days to reply to texts and it’s a nightmare. Also a friend not replying to a text is pretty different from a bank not replying to sort an issue with your account.
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The chat functionality is brilliant - I’ve had a few really good experiences from it.
But… the responses were quick, and I was left satisfied.
Given we know the current issues Monzo have with customer service times (and they have acknowledged them, I’m inclined to give them a pass for a few months).
I’m an early adopter, a forum go-er, and I want to see them do well.
If the CS was still slow by Christmas, I’d be extremely disappointed.
I understand your point, but as far as I’m aware, Monzo tend to push you towards the live chat, not any other support.
So with that being the understanding, I’d expect the support to be live… Not delayed by any number of hours (just my opinion, others will of course have different expectations).
It’s not the same in the slightest and I’m surprised you believe this to be the case. It’s deemed “Chat” by Monzo themselves so yes, it’s a live chat function.
I won’t be going further into this as it’s just pointless, but I’m not saying anything Monzo themselves haven’t said.
Yeah I can understand that too.
There is another discussion somewhere on here where Monzo state that they’re doing a survey at the moment and people typically don’t mind waiting a few hours. Everyone is different though 
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I’m definitely fine with the delays in the sense that they have acknowledged them, explained why this is and shown they are working on making it better. You’re right on that one.
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Yep, it’s also a matter of how much it actually affects you - Like I’ve said before, my interactions with previous banks were very little - Often I’d go years without speaking to them.
You could be lucky, and get an answer from Monzo incredibly quickly - Like @DaveTMG did here.
Or your first experience of their CS could be horrendous delays, and really take off the shine - Potentially prompting you to look elsewhere if it’s not your main account (or perhaps even if it was).
The reason I moved away from Starling was down to a card issue one day, which was handled very poorly - Perhaps I’m a bit harsh, but it doesn’t take much for you to question the product you are using.
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Oh I would absolutely agree! My first and only interaction with Starling was that I had to call them and waited for someone to actually answer. They were rude and unprofessional and I never used them after that.
Very true!
They’re rolling out a new chat system as we speak so hopefully this will help with everything too.
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What I’m wondering is why do so many people need to contact CS so much? 
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I’ve asked the same question before.
The answer?
GIFS.
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Maybe they’re too nice! 
I’m a pretty harsh critic of CS - I never like to be “that guy” who just blows so much smoke up Monzo they start resembling a train from Thomas the Tank… But…
Every single CS interaction between myself (or my wife), and Monzo CS has been absolutely perfect.
I know some people don’t like emojis and gifs (I’m looking at you @Demmedelusive), but the whole tone of the conversation was great, and the fact my questions were answered with professionalism, whilst maintaining a warm nature was brilliant.
I haven’t experienced the wait time, because I haven’t needed to contact them.
So my handful of past experiences have left me with an incredibly good impression.
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It is a lot nicer compared to starling. Who knows, maybe I’ll switch at some point! 
Because, it seems to me, they’re awfully nice to talk to. 
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My one experience with Monzo CS was in relation to reviving my account. Speedy, uncomplicated and I felt like I mattered. That’ll do me fine.
GIFs: now that’s a whole different ball of wax. My mission continues…and there’s one or two arch-GIF’ers who know it’s coming…
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if I ever find you on chat I’ll GIF you 
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Thanks @anon77734705 (I think 
).
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I think if people realise the only way to get a timely response is to tick urgent then people will start spamming the urgent button and overwhelm it.
Makes me think of A&E where you’ve got people rocking up with a cold instead of going to their doctor or pharmacist because they can’t get an appointment.
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I’ve had an issue l logged 18 hours ago and not had a reply - it’s not urgent but 18 hours is pushing the envelope a little.
There is probably a thread somewhere else… I don’t like the new chat system at all. I liked the previous system which was specific tickets for issues. I posted my message to the Ops team, but had a message from another team now in my thread, how do l reply to that message specifically? Does some clever thing work out which reply is to who and sort appropriately? Is it now just one long thread… Apologies l may have missed an update on this new system.
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I guess the new system is being phased in as I seem to still have the intercom interface.
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