Hi there
I’ve been chatting to Monzo about an existing urgent request since last week. I wanted to follow up on this today, but unfortunately the chat seems to have broken on me. I’ve tried calling the number on the back of the card but I only get the automated message, before the system hangs up on me. Please could you let me know how I can contact you to follow up on my urgent query.
Seems like your experience hasn’t been that great. You could try sending an email to help@monzo.com.
You could also try calling +442038720620 instead of 08008021281
Tried both numbers and both get to “we’re sorry we won’t be able to help you over the phone” and then hangs up on me.
For the avoidance of doubt this is after the normal pre recorded wording around we’ll try to answer in a minute and keep you on hold for five.
I am not 100% sure what the issue is that you are having, but they most likely have a reason why they are not able to help over the phone.
The only other option I guess it wait patiently for a reply, email help@monzo.com or contact their support over twitter.
Just don’t hold your breath.
How exactly is it broken?
Don’t even get to say what my issue is lol. Just hangs up on me. Do you know if the forums are checked or should I just email.
The forum is monitored, but they won’t be able to help with individual issues. @simonb, maybe you can have a quick look?
No auto response message and no reply after over an hour.
Do you get an auto response if you’re continuing a chat rather than starting a new one? Replies can be more than an hour if they are busy
I believe if you are already talking to them about the issue since last week, there will be no autoresponder. As the case/ticket/chat has never been closed, you are continuing on the conversation from last week rather than opening a new chat.
Ah, been over an hour and half since my first message is that normal?
It can be at times, if they passed you to a specialist you could sometimes wait 2+ hours.
Were you calling from a withheld number?
Hi @IzzyB 
If you send me over a DM, I can see what’s going on here for you 
That shouldn’t make a difference, surely? Is Monzo screening their calls?
In previous topics people have mentioned that a withheld number prevented them from getting through 
That’s ridiculous, if that’s the case!
Why?
Why would a company need to screen it’s calls like this? And not announce/highlight that fact anywhere?