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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That’s because they can’t. The rules came into force from the start of April. They have to keep you on the new plan.
They’re not being difficult, they’re sticking to the rules they’ve been forced to implement.
Additionally when you voluntarily make the switch, you’re told that you can’t switch back.
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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
Yea, that’s from the 14th April, not before then, so there’s ~14 days where the new terms stand and you have no right to being switched between them.
Until after the 14th, Monzo don’t have to do anything…
However, they do have a vulnerable persons team, who look case by case at things and try to help.
I do feel a lot of people might try to get the benefits of these offerings without necessarily being in financial hardship.
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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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Yup, and without that clarity, people’s comments are all just speculation 
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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.
I’m sorry, but this is wrong. They have no advice to give at this point in time, they don’t have to offer any help based on the FCA support until the 14th, so if you contact them after that and fit in the criteria to be eligible for help then you should receive it.
Are you in financial difficulty as a result of COVID-19? Is Monzo your main account?
When you say “recently” dealt with customer service, when? Was it a simple issue, or one that required further investigation? Everytime I’ve contact COPs I’ve had very little problem at all…
I wish you best in your switch to a legacy bank, and hope you’ve chosen the correct one.
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…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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I guess it depends how important the query is, there is a phone number you can ring if there really are critical things. Also, it’s worth pointing out that without knowing your query it’s hard to agree or disagree with whether the response time is acceptable or not … If it requires a different team to investigate (a specialist), then the delay is acceptable imo.
Yea, it is, but That’s why I prefaced it with “I do feel a lot of people might…” - ie, my opinion.
This whole coronavirus situation has brought the best (& worst) out in people, fraud is pretty rife at the moment and is a consideration many companies/people have to consider when looking into these offerings.
This is one of the main reasons that the help for self-employed people is only for people that have have a self-assessment tax return up to the end of FY2020.
You say yourself 2 things here that point their reply isn’t really wrong in my opinion:
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you weren’t in financial difficulty, yes it was unclear if your employment was going to end or not, but it hadn’t. So you were still employed - therefore probably not eligible for help. I know under any of the government schemes you wouldn’t be (unless the company furlough you)
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They are not obliged to - it is their decision whether they help you at that point in time or not as you’re not in financial hardship. They gave you advice to consult other companies etc in the first place.
Without knowing your personal situation, it’s hard to really know for sure what was right or wrong. However, for sure, as you’ve pointed out, you’re not in financial hardship.
What would you expect? They’re not going to handwrite a response to everyone all the time. You weren’t in financial hardship, therefore their response is correct & valid.
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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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