That may be your interpretation but, certainly doesn’t reflect my opinion. How does any business improve if it doesn’t have people going “Talking to CS is more difficult than it was 2 years prior”. Surely that’s highlighting an issue so it can be dealt with.
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It’s highlighted on a weekly basis, but it’s never a fair comparison because of so so many factors. It might be awful for you then perfect, without any change.
An awful lot has been added in two years, but what does “on top of their game” really mean? That isn’t feedback that will help.
Feedback is great and without it this place would be a dead zone. But the “Monzo is terrible” threads that surface every now and then, with no real basis or error stridden, don’t really help anyone.
You can make any bank seem amazing or terrible by selectively using what you want as pros and cons.
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I should have elaborated, apologies. I was referring to the ability to freeze cards, change your pin within the app, to see instant transactions etc. etc. these have largely been adapted into a large majority of banks and are generally standard. All these features were pretty revolutionary, Monzo may not have created them all but, it helped shape Monzo. Don’t get me wrong, they’ve won Best British Bank and App awards so I’m not slating them, because they are great.
But you have to keep adapting I think and can’t let certain aspects slide, it’s a constant battle, not just for Monzo but for all banks. They’ve been championed on their CS in the past, but it needs work.
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And yet I can open help, self serve where required, if that doesn’t actually help I send monzo a message and they reply, that’s not difficult
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No need to apologise, but things like Flex, Trends, the much more advanced open banking are huge features that have been added in the last few years.
CS is patchy, repetitive, irritating with transfers and hidden. It definitely needs fixing and sometimes, for some, it is a lot better, but still does need work. Monzo know this and what they do or don’t do about it isn’t going to be influenced by posts on here.
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There is a massive difference between shipping things for the sake of it, and shipping the right thing at the right time, and iterating from there.
Get the feeling some would like things thrown out there on a regular basis, as proof of ‘not falling behind’
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For context, it was in relation to requiring an increase in my limits that was short notice. In the old days, it was contacting Monzo directly either through the chat or phone number and the amount being increased relatively quickly. In most recent events, I needed to access a larger than normal amount relatively last minute in which I had to go through a request form. The downside is that it had to be reviewed and would be completed by the end of the next day (31st Dec). Due to recent operating hours of the business I was dealing with, they needed the payment to clear by 10am (31st).
I contacted Monzo directly via the chat and explained the complexity of requiring the money sooner and asked could this process be “sped up” but was told “unfortunately no, but if you need any help with anything else just let me know” in which I replied and then a new advisor took over some time later.
Stressful was an understatement.
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also to add, shipping things for the sake of shipping things, is a real drain of resources, once it’s out there you have to maintain it, and that takes away from other more important things.
It’s fine if you’ve got an endless supply of devs to do that, but it’s not a great way to work.
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100% agree with this.
But if you went to Ford and said “Peugeot does this, and this, and this and this and you don’t do ANY OF THEM, you should and then I’ll buy your car” then why are you there in the first place? The best advice is to go where you get the thing you want.
There’s a part of it that is feedback, but if there’s something that is so essential to you, you should go where that thing is.
The votes/ideas/feedback section here is basically pointless. Interaction in threads for Flex etc has been golden. But “I want Monzo to add monkey adoption to Plus” threads, even if it got 10,000 votes, so what? It won’t happen. We’re such a tiny % of people, Monzo are right to ignore it.
If someone makes a suggestion and it comes to fruition, it was going to happen anyway, regardless of the thread/votes. Monzo are not stupid, they are going for the low hanging fruit. Anything wild just won’t happen.
If we had any sway, we’d have cheque imaging and pot-to-pot transfers and Plus for Joint Accounts etc etc by now.
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A few more tap and scrolls is just a bit of finger exercise at least 
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If we had any sway, we’d have cheque imaging and pot-to-pot transfers and Plus for Joint Accounts etc etc by now.
And that’s where smart Product Managers make the right call based on wider user need and metrics. i.e. cheques are dying and the big issuers of them are trying to stop sending them shortly.
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Monzo is definitely progressing, they just take an iterative approach that makes it feel like progress is slow because features trickle out instead of coming in big releases.
We have DDs and card payments from pots now (which is relatively new right?), Flex, more financial institutions in connected accounts, the new UI that’s in preview. There’s a lot to work on (especially customer service) but I don’t think it’s fair to say they’ve been overtaken or are standing still.
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Apple didn’t need JoeBloggs to email them about it though. They already knew and added those because they were good features.
First, really enjoying the discourse here.
Secondly - I love these threads and they should absolutely happen. Should Monzo quick pivot each and every time? Probably not. Should the answer be “well if you want what chase offers go there” - also no.
Monzo are never going to please everyone, and there has to be a balance, I think that’s what we have on here. People can and should raise ideas but it’s down to Monzo to decide whether that fits where they want to head, commercially and strategically.
Now to answer the question - do I think it’s falling behind? The answer will of course be subjective, we are human.
I think on balance no, there’s only so much new innovation you can really do, and at the end of the day for the majority of people they probably don’t really care all that much about new features, unless you are a banking app nerd like me. So Monzo should do whatever would make Mr, Mrs or x Bloggs decide that it was the bank for them.
I would say that the Monzo app is coming along nicely, they could be a bit better operationally at standardised process and alternative options to chat, and they really (in my opinion) need to bin off plus and do something different here. I don’t think it’s worth the money anymore.
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I wish!
I think it’s genuinely variable. And I can almost hear the sighs of exasperation (and temptation to close my account) because I (small c) complain about the absence of the chat button every time I contact support.
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I like to keep things simple in my life, We need a bank in life, you really can’t live without one! If you like it? Stay, if not?.leave.
If there’s a problem and it’s sorted! Stay…if not leave! In the years I’ve been with Monzo (5) My wages go in on time and my bills go out on time. I get everyone has a different perspective on anything from banks to cars to tea towels, and if Starling and other banks had a community, they’d be discussions exactly the same.
But the choice is yours.
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