Searching for “contact support” used to bring up the option to chat, but now it only brings up the option for the self-help flows. Which is great if the thing you need is on there.
I need to increase my open banking limit, and “open banking” is not one of the options. So I submitted “card payment,” but it turns out it’s not that option. And I can only select a future date for the payment limit to be increased, so I have to wait for the following day to find out that wasn’t the correct option.
After the flow has finished, there’s no way of adding a comment to the request. What is this madness? This wastes the customer’s time, and CS time because I have to trial and error multiple requests until I get it right.
(BTW, the payment limit was increased within seconds - for tomorrow, so great work on speed, terrible work on UX).
The result: I transferred the amount out of Monzo, to a bank where I can actually communicate with a human.
I’ve stopped recommending Monzo now because of their lack of customer service. I still haven’t had a proper response to a support request from Monzo since October last year. The complaint about it was also not replied to. Now with the financial ombudsman to literally get a support request replied to.
I think realistically I’m going to have to switch banks as having it as a main bank is too risky. It relies too much on nothing going wrong.
I do love many things about Monzo (as you probably know from my many fanboy posts over the years). And it is still the best bank for me. But my oh my, dealing with FD support lately, and now this experience with Monzo - the two banks are worlds apart.
And now FD has fee-free foreign transactions and foreign ATM withdrawals with no limits - actually makes it a slightly better travel debit card than Monzo now (not that that’s the only reason I’m with Monzo, but was a big draw).
But going from:
1 - here’s a live chat option
to 2: chat is hidden behind self-help pages (and is not live)
to 3: there’s no chat option at all (unless you know the secret magic URL that only exists on an internet chat forum)
is trash.
If the link ever stops working, and they haven’t replaced the button in the app, essentially leaving “lol good luck talking to us” that will be the day I move my account. I bloody love my Monzo account but support is not an optional nice to have.
Hah, I got the “I’m just going to pop you over” message too, clearly a canned response. Never did hear back from them. Beyond poor if I’m honest, absolutely no way I could bank full time with Monzo based on that.
I think there’s always been noise around it, you’re probably just heightened to it because you’ve moved.
But this sort of thing I find so frustrating. It was a relatively simple question, if by some slim chance, this was the first time someone had ever asked that question, then it goes into the FAQ for next time, and even then, someone knows the answer to get it for the customer now. Moved from person to person, don’t read the question again and again. Awful.
That thread made me laugh a lot. That is basically the experience we’re all having with Monzo. It could really be cleared up by forcing management to mystery shop their app.
Oh, and an update on my issue: I replied by asking them to raise it as a complaint.
