‘Anything can happen in the next half-hour’
3 Likes
Omg are we on the fake Monzo community or the real Monzo community? How would we know the difference?
inserts red pill meme
9 Likes
Maybe we needed the blue pill instead? 
4 Likes
So they’ll lay off the “real” one then? Prolly not
6 Likes
I check the group every so often, it seems to be less busy then it was, possibly a Facebook UI update pushing people towards the pinned announcements and people just following the advice and not making a post.
Now it’s most often people getting anxious after monzo freeze the account for checks or to ask for paperwork for transactions.
The dramatic posts and posts of people complaining that their balance wasn’t sent within the stated timeframe after closure seem to have also dropped significantly ( see below), indicating that monzo are probably doing things better and maybe the people doing actual 1st party fraud have already cycled through monzo and are now on other accounts.
There is the occasional post of someone’s complaint being upheld by monzo and account reopened and maybe even cifas removed.
I think I mentioned this in part previously but there’s a very long post by a group admin a few months ago who claimed to have spoken to someone who works/ed for monzo with some information about how the process works, I’m not sure if I can post it here butbut it’s mostly just common sense and notably says that 80% of closures are for abusive customers.
There’s a lot of information there like the fincrime team don’t reply to requests from frontline staff for a review update or to push the line for a customer andblaming the NCA for customers not getting money back within the timeframe, so my observation above could be either monzo or the NCA improving.
They also give advice on what works and what doesn’t to jump the queue to get your account reviewed quickly, they said at the time (April 2022 this was posted) review times was 11 days and that they personally had been told to just close accounts that had been in review for 15 days without a staff member being able to get to it.
They also did say that accounts were rarely banned wrongly from what they saw.
To end, I do think it was from a real monzo worker but it was clearly their perception of the process and they were a frontline cop, for example they said once you’re banned you’ll never be allowed another account so don’t bother re applying as monzo keep all your information so they know it’s you, including your fingerprints from your app unlock, that is not true, but probably something they misunderstood - there is something called “device fingerprinting” so bear that in mind that what they said may not be accurate or reflect what’s happening now over 6 months later.
5 Likes
PrEP?
2 Likes
Viagra.
4 Likes
Attention 
3 Likes
I like picking stories apart on the Revolut posts if people shout and scream their money is frozen/stolen/blocked.
Soon realise the customer was up to no good. People think revolut is an easier way to commit certain types of fraud when in fact, they’re probably more likely to pick up on it than the high street banks with the tech involved.
It’s also easier to implement new features than it is the old school systems.
5 Likes
Always worth remembering, if someone has committed fraud, most fraud involves some sort of social engineering and therefore the sorts of people that are guilty are also likely to be good at manipulating the narrative around that.
We don’t have the information to really judge these cases - in many cases Monzo may not have that either if it’s sitting with the NCA. Basically, I wouldn’t bother paying attention to any of it. The FCA regulates these responses and actions and if there is a problem the FCA will deal with that.
2 Likes
If it’s at a sub Post Office, I wonder if it’s because Monzo is not a member of LINK.
1 Like
They can’t even spell Contactless…
1 Like
I just dont see the point of their social media strategy. How does this help make their bank look good? And who says 14 PM?
And im not saying Monzo should stop. It clearly works as it gets a lot of interactions. I just cant understand why.
1 Like
You really do make the biggest deal out of the smallest things.
8 Likes
And you really love taking a random comment and acting as if its a big deal.
I never said it was a big deal or that it was a problem. I just looked on their twitter account and saw this. That isnt a big deal.
3 Likes
Other than using the 24 hour clock but saying PM, I have no issue with this. It’s certainly not for me, if anything I tend to avoid these brands; but if it drives engagement with their target demographic more power to them 
1 Like
I do genuinely wonder why it works. It will appeal to younger audiences and is similar to much of the other memes etc and its pretty good for a bank to replicate that sort of post and for it to work.
You’ve just answered why it works. Monzo customer base tends to skew younger and the “trendier” city folk.
If Starling tried it it would be a massive failure
2 Likes
The point is engagement and growth, that’s what marketing is for in a high growth business.
Starling marketing may look professional but it’s bland. Starling has less than half the number of customers than Monzo, so clearly their marketing is just not as effective. They could definitely learn from Monzo’s high engagement strategies.
4 Likes
I think it’s clear they don’t want to replicate the same growth.
There was a time when the high growth meant Monzo ended up on choppy waters, and it’s arguable whether it ever really recovered (thinking about absolute piss-tier customer support which was solved by removing the chat button, and while response times are better now, the button is still nowhere for most customers and support quality remains inconsistent).
Starling, meanwhile, have been pretty consistent, if boring in their offering, attracting a more affluent customer base, have a mortgage lending book, and entered profitability (whatever some may think about the ways and means). Why would any sensible CEO want to kick that all up just to pursue the sheer numbers game / dick-measuring contest?
Not making a value judgement on either bank here. Monzo are fantastic at the stuff they choose to do, like customer engagement, Flex, connected accounts. It’s just very clear by now that the two banks are going in completely different directions and it’s unfair really to compare the two these days.
3 Likes