I really hate to write anything negative about Monzo, as the service is usually amazing but over the past couple of days I haven’t had the experience I’m normally used to.
On Friday, I received a refund from the DVLA and it’s in the form of what it says is a ‘payable order’ . I contacted customer support and asked about how to deposit this into my account, as I’m not sure of the process. The customer service advisor said they would ‘flag’ this with the payment team, and I would get an update through chat.
Yesterday, I went back on to see if there was any update, and I was told ‘they were still working on it, the payment team is limited on weekends and I’ll receive an update’ and then I was asked if I have another bank account outside of Monzo to deposit the funds into, as they’re a ‘few things they need to clarify on their end’. I didn’t find this particularly helpful, as what is the point of encouraging people to go #fullmonzo if that is the response you’re given?
It’s now 2 days since I asked my initial query, and nobody can give me a timescale as to when I can receive an update. I fully appreciate that the team time is limited on weekends as well.
I really hate to write negative things about any organisation, but I just feel incredibly frustrated and saddened as this is not the usual exemplary customer service I’ve experienced so far.