Eight months ago, I was sold in a day. I was shown Monzo by a colleague on a trip to London. I was amazed by the instant spending notifications the idea that out of nowhere someone was coming along to challenge the big banks.
Monzo, Well they are just different, Open and Transparent. Working with customers giving them sneak peeks of what’s coming out. (Via blogs and forums posts). I love this perfect idea, well many people do just take a look at the latest crowdfunding round hitting over 4x the amount they needed.
My first need to contact support I was amazed, I didn’t need to make a phone call, just type a message and bam 15 minutes later I get a response in the app. Issue resolved, sorted no problem and I didn’t even need to make a call.
As time goes on the service seems to be getting flakey. I seem to be seeing increasingly more often people upset that they have left messages to support and they haven’t been read after 24+ hours. Problems not getting sorted etc.
Now, this begs the question, Is Monzo the dream? or Is it just an idea that works with a small customer base but as soon as you start hitting the big numbers (which in my opinion 200,000 isn’t even the tip of the iceberg yet).
Is Monzo going to pull it out of the bag? Or is this the end of my dream for a new bank? a bank that cares about its customers? a bank that can meet it’s customers needs?
What’s you’re your opinions?