Needed to verify myself: Escalated to specialist

I recieved a message I needed to verify myself I did as instructed and recieved a notification that it worked. after speaking to 3 different people across a six hour span the last message was let me know this has worked and we will unblock your account. As doing so the next person I have come across has now escalated it to a specialist. How long on average does this take? I’ve got my food shopping sat waiting to be paid for to be delivered amongst other things I need to pay for being this time of year.

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never heard of this happening before

People here on the forum can’t state the time to respond to direct, in-app chat instances, unfortunately.
Some users have reported very long wait times and other users report instant responses.

I was escalated to a specialist for a non-urgent issue I raised yesterday at 1:28pm and I received the (appropriate) response from a specialist at 8:04am today. So 16.5 hours for me in this case. But I stress that was for a non-urgent issue.

I understand people are going have different responses and there are going to be different reasons as to why. But it’s making me sick to my stomache that I have no access to money and can’t pay for food. I think it’s safe to say I’ll probably be leaving monzo after this I’ve had minor problems before that I’ve shrugged off but not being able to aceess my money and having no decent response rate is stressing me out big time.

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sorry, what i was getting at is as it hasnt come up before i dont know what team or time frame you will be looking at to get this sorted

Sounds pretty awful that it’s happening now…

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Ive rang up and got through third time lucky! It’s showing there side that I didn’t verify myself through the banner but there hasn’t been one on my end. The lady I spoke to recons it could be some kind of bug as it says I verified myself but they have a banner showing and I don’t on my end. Still no luck on how long this is going to take I’m hoping be sorted tomorrow :crossed_fingers:t2:

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Very poor from Monzo, and long waits are all to common. It’s worth having a back up account with spare money in for this.

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It’s literally never been reported on here before. It’s got be a pain to work through though :frowning:

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EDIT: I misunderstood the comment.

I see multiple posts every single day about wait times.

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I’m talking about the verification bug. I thought you were too.

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well, that escalated quickly

Ah, my apologies. Misunderstood. Will amend post.

Hilarious @phildawson

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Hi @Rorschach - sorry to hear it’s taking a while to get back to you. I’ll chase up what’s happened and see if we can speed things along.

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Thanks I rang again this morning and the gentleman looked into it and ordered me a new card. Said he will chase up with the specialist an outcome. So hopefuly hear back soon and it’s somewhat sorted.
It’s just frustrating that the online chat feels rather pointless, I got so much more information ringing up.

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Well all seemed well the person I spoke to over the phone said just wait for your new card and all will be ok. In the mean time I can make transfers to someone else if I’m in need of money. We’ll after trying so it comes up error every time I enter the pin :woman_facepalming:t2: