I believe complaints to the ombudsman need to relate to an individual, I’m not sure an individual can complain on behalf of a group of customers.
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I’ve found monzo support to be extremely poor. There customer service reps just copy and paste stock answers and actually nevet answer anything you’ve asked.
I asked if they would be willing to revert my charges back to pre april, the new charges are costing me more me more. They flat refused and sent me a stock response about what to do if your in financial trouble. Citizen advice step change etc
I think the customer service is extremely poor.
I’m going to move back to a legacy bank
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The fact guidance states
“ * make sure that all overdraft customers are no worse off on price when compared to the prices they were charged before the recent overdraft pricing changes came into force”
It’s not clear if that’s just those in difficulty
It’s not clear if we’ve actually had anyone in financial difficulties in these threads. Of course Monzo should be helping those who are, and I’d hope they are treating the FCA guidance as the minimum not the upper limit of help that should be offered
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I hope between the end of this crisis and the next more is gone in general around problem debt. The amount of people who appear to be very worried or struggling after 3 weeks of lockdown is worrying. Payday to payday shouldn’t be the norm for most people (I accept for many it currently is)
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You would hope that in these uncertain times, they would want to try and help instead of just copying and pasting stock responses. That offer nothing helpful
For me the customer service side of things is atrocious. I’ve never ever had to contact them up until recently so it never bothered me.
Having recently had to deal with the customer service regarding my main account, joint account and a savings account. They take a while to respond sometimes hours, and for me most of the time the replies are just stock responses that dont address or acknowledge what I’ve asked. Or they will transfer the chat to another person in another team and it may take a further few hours to get a response.
I’m moving back to a legacy bank on tuesday. In the current times it may take a few hours to speak someone at a legacy bank but at least they can deal with all my queries in one go.
…which all charge 39%
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Recent as in within the last few days. I would say my issues are simple. Unless it’s something like fraud I dont see why one person cant deal with it.
Another frustration I have found is you get a response in my case after one hour. With a copy pasted stock response, I replied to that and then had wait over an hour for a reply, which was from another person
For me it’s not the kind of customer service I want. I would just prefer to have someone deal with everything there then. When I used to bank with Barclays okay the service isnt the best. However at least when you request help through the app via the online chat you are speaking to one person who replies to all of your queries in real time
That’s just my experience, for my needs monzo is not up to the mark and I think a legacy bank is better option
I do definitely think they are on to something but for me they need to address the customer services, because waiting hours for a response to something simple isnt acceptable in these times
That’s a very cynical assumption with no facts to back it up. To assume people would try and profit from the fca measure if they dont need it.
Last week I might have been in financial difficulty as it was unclear if my employment was going to end
I contacted monzo to see if they would be willing to help on anyway and they flat refused
Yes they are not obliged to. However you would like think that they would offer some humility.
There customer service team iust copied and pasted stock responses and told me to seek help from citizen advice food banks etc
but you’ve already said you’re not in financial difficulty 
if Monzo doesn’t work for you that’s fine but I don’t know what you expect them to say for these hypothetical situations
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Now luckily because my work is not ending I’m all good.
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I would expect more then copied and pasted stock responses…
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but everybody has answered your grievances in their replies here , Monzo cant give you anymore than their “stock responses” for the reasons stated above
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Appreciate all of your answers. To be fair I’ve been looking through this community and it is helpful.
I like alot of things about monzo, I’m going to keep my account open as third account. I’ll see if they survive these next 12 months and improve the customer service
If they do I might move back later on sometime
Hope you all stay well and stay safe
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good luck , hope you get what you want from other banks
Given today is now the 14th is there any update as to how Monzo will be helping those suffering from covid, should they use the existing financial difficulties route, or is there a covid specific route ?
as in this or are you looking for something more specific ?
or this from typing coronavirus in the help section
Not currently though!
Nearly all have reverted to save their customers money - apart from Monzo.
Starling 15%
Natwest 19%
Just to name two.
Problem is Monzo can’t revert as they weren’t on a % overdraft