Looks like they have introduced a popup notifying you of long delays in response times.
I opened up a message on 28th (nothing urgent, just a contactless payment not accepted) and it was replied to on the 30th. Now, the reply and interaction once dealt with was perfect, but the time it took for an initial response is unacceptable.
One of the reasons I pushed Monzo to my wife was the ability to get hold of CS easily. Hopefully they can improve this.
We are working very hard on fixing this, mostly through some super aggressive hiring. Thank you for bearing with us! 
Forecasting is super hardā¦ It wasnāt that long ago when we actually felt weād over-hired and had to pull a lot of folks off of frontline so we could get accurate stats! So itās been peaks and valleys but weāre working hard to keep things consistent 
I imagine you locking the door to prevent good candidates from escapingā¦ 
Maybe if you could incoporate an average wait time for a message, then elect if it is an urgent or not. The not knowing is the hardest bit!
I got a response a few hours later. Sorted it and didnāt have to come back with anything else. I think first time resolution is really important, personally l can be content to wait if l have a high confidence of resolution. Appreciate that isnāt always possible. But worked for me and l am happy.
So I contacted Barclays on Friday answered within seconds using live chat, Amazon was a bit slow took them nearly 30 seconds to answer. DPD 17 mins to get through on the phone, personally I wouldnāt choose DPD if it was my choice because customer service isnāt the best. I use Barclays and Amazon a lot because they have good customer service. I donāt actively use Monzo but will be starting to, if I have to wait hours for a reply to something it wonāt be something I will be trialling for long.
Itās not something we want long term at all, and weāre onboarding a lot of new Cops!
If itās marked as urgent, itās still within 10 minutes 
I think Iām a bit confused.
Is Monzo chat a live chat system or a messaging system?
Iāve been trying to get something resolved (just opened the account over the weekend) and Iāve been treating it as if itās live chat, ie sitting keeping the screen illuminated and waiting for them to reply.
Should I only expect a message back tomorrow? I wonāt be available in the day, does it mean it becomes 24 hour ping pong when I send a message at night, they answer tomorrow, I answer them tomorrow night they reply the following day again.
That would seem a really slow way to resolve account issues.
You could phone them on the number on the back of your card if you prefer
My real preference is live chat that is answered within a reasonable time (Iām a bit hard of hearing and hate making phone calls as I struggle to hear the other side all that well).
If itās just a messaging system it would probably be better if they called it that and didnāt raise peopleās expectations.
Only recently itās been slow. Used to be half an hour max and youād get a reply and then it would be more like a live chat. Unfortunately youāve joined when itās gone a little pear shaped but theyāre working on getting it back to how it was. Not much consolation to you this evening though
It does say chat with a real human, so Iām not sure anyone would see that as anything other than live chat.
I just checked and that would confuse me if replies took days, considering it says real human.
Can you DM me your email and Iāll take a look for you!
I really did expect a reply due to its name as well, I feel a bit silly now as Iāve been sitting tapping my screen ever minute for almost 2 hours so as not to miss the reply 
Iām used to using live chat with other companies where you ask your question and then wait online for an adviser to become available.
Iāve sent an email with my query to help@monzo.com that I found with a search and added a second message to the chat window with my request.
I didnāt consider it urgent, just an error on the way my name is displayed. To me urgent is when Iāve lost my card or notice a fraudulent transaction.
Hardly an auspicious start to my monzo experience though, I feel a bit stupid 
Hi Beth
My email address or the email message I just sent?
Edit
Iāve sent both in a DM.
If you use the DPD you can chat to them, they are usually very good and fast. DPD are always my preferred courier now since their app and 1 hour delivery slots
Took me 5 days for them to sort out my problem, 7 phone calls 3 live chats, Twitter and Facebook, in the end I had to escalate it myself using the information on Google to get them to sort out my issue, that was just my last issue with DPD Iāve had many more over the years.
Weāre working hard to get reply time back to a decent time, but even if itās a bit longer, youāll never miss the reply - youāll always get a notification 
It seems so simple once you know how 
Nice support, @BethS
Yeah, Iām jealous, Iāve never had @anon77734705 answer my support queries - no gifs for me
