No response on chat

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.

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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

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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.

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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 :wave:

If you send me over a DM, I can see what’s going on here for you :slightly_smiling_face:

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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 :man_shrugging:

That’s ridiculous, if that’s the case!

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Why?

Why would a company need to screen it’s calls like this? And not announce/highlight that fact anywhere?

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I don’t think it happens often but people have mentioned it.

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Which seems perfectly reasonable. Nobody should have to listen to abuse

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