I am not impressed with the customer care of the processes for dealing with GDPR request, in fact it’s appalling, the business inability to understand the time frames required by law, or the right procedure.
I request data from monzo which the initially where going to provide try and provide out of the time, they had to be prompted into doing so
The compliance of which result in someone form customer care providing a link to an encrypted zip file
Which would be fine in most case in the file has been removed after say 24 hours or after confirming the data had been received or if the password wasn’t to unbelievably crackable that it probably wouldn’t even take you 5 second if you where familiar with password generator.
What’s more right now is it’s been over 6 months and the link is still up. Even though I have asked them to take it down.
They’re not even trying mitigate basic security issues, the old guard may be slow and unwielding frustrating.
But at least even they have the common sense when it comes to account security, monzo you really need to sort this stuff out.
It’s basic stuff , your guy shouldn’t of produced a link to the data this stuff should not be open to the public it’s unsafe and just bad practice.
P.s please take now the bloody link it shouldn’t still be up ! It’s a basic request
Just raise a complaint if you’re concerned about the privacy of your data, assuming the link is so basic that any member of the Joe Public would find easily?
And also crack the easy password.
Both, IMO, very unlikely situations otherwise Monzo wouldn’t use such platforms.
I always say to anybody dissatisfied whether justified or not, just complain.
If you’re not happy with their final response, go to the ombudsman.
It’s hosted though the chat / customer support system they file should of never been placed on such a system as is has not been designed to protect sensitive data, the link is obstificated but still public facing so anyone could could across it.
It should never it been placed on the chat system let alone send out as a link in an email rather than an attachment.
I’d like to think as a banking platform their live chat system is more protected than your email account, as is managed through the secure banking app.
I’d just complain if you’re dissatisfied with their process.
Go complain to someone who can do something about it then, I mean we’re all just customers, so telling us doesn’t make the slightest bit of difference.
The last I heard was that they built their own chat system so no third party is involved. Your chats in app are not public either, so only someone who logs into your app can see it.
Short of compromising your account to discover the link, how can they do this?
That aside, I agree with the other respondents who say your best route at this point is to submit a formal conplaint, and then take it to the ombudsman if you’re still unhappy.
I must admit I often type random things after the Monzo domain to hopefully find password protected GDPR files and then crack them, just so I can find out someone’s middle name.
Wouldn’t it make more sense to have feedback and ideas each in their own thread?
I suppose I should post that in feedback and ideas…but I’m here now…
now posted as an idea…(and prompted by the contents of this thread)
I must say that Monzo’s customer care is utterly awful. I had a query today, and after hours of sporadic interactions, I just gave up. They do not seem to read your query and simply send irrelevant boilerplate statements (even when I retype the query!)
This is not the first time it has happened.
One priority for me is customer service, e.g. what would happen if I am abroad and need urgent help? Monzo’s customer service has now been under performing for years (Tom Blomfield even said so on DOAC), which makes me want to use Monzo 0% of the time now.
