I just don’t understand how someone could think this is an acceptable reply? It is like a bot scanned my message for keywords and sent the reply. But it was a human.
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That’s either still a bot, they don’t get your first message and it’s assigned with keywords or just dreadful customer service.
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That is truly Cut+Paste response, isn’t it? Lazy.
Taking note from their response though, does the other person have “Payment with Firends” switched on in their settings? I would have thought so tbh. Just as they would be in your contacts.
Looks like you’ll need to try again.
I raised a question last week, seeking reassurance that my account would not be frozen again when my maturing RS comes in, and I try to move it to Tesco.
They read my message then closed the conversation. Not a word.
Then a survey, asking how they done!!! I just deleted it as I thought it was an error as no one had been in touch.
I have said it before, and I’ll say it again, I am glad that I do not rely on Monzo any more for anything but receiving my monthly income and paying my DDs and SOs. Anything outside of that is sketchy at best.
Not interested in any other gimmicky features any more. Use Chase, Starling, and a few High Street banks for my main spending and financial transactions. More reliable.
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Chase is incredible. Like they have nailed customer service!
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So the most important things you do every month are what your use Monzo for?
Considering your constant criticism of Monzo, why do you use them at all? CASS it to someone else and then you won’t have to use such a sketchy bank.
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For me this is still the most painful part of being with Monzo. The App and all of that are ace, and poor CX was the reason I left Monzo the first time.
I had a similar experience when re-joining, I just kept getting “cut and paste” errors around apple pay activiation. It took ringing them each time to sort it out.
I really don’t get how they do so well in customer experience surveys, they have the most hit and miss CS team ever. Some are totally ace, others not as much.
BTW - not blaming individuals here, I think poor teaching & process are to blame here
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Really? Please do tell.
I’m not going to the effort of digging through your posts. You’re entitled to your opinion on why you don’t like Monzo, I just find it bizarre that you say it so often but still use the account for the most important things.
Whatever! 
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Maybe it’s a recency bias then. But the point still stands, why use a bank for important things that you think aren’t good enough?
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For me, yes. And they were really ace, thankfully
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Maybe because being good enough to accomplish routine tasks is one thing, being not good enough when things go wrong is another.
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This isn’t the worst reply IMO. They’ve clearly spelled out the steps required, and you can confirm that you’ve followed them and that (if it’s still the case) things still aren’t working. It’s 100% a cut and paste reply, and maybe they could’ve prefixed it with, “can I just confirm you’re following the steps outlined below?” But meh. It’s not terrible in my view.
What happened next? 
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If I have to take someone through something at work I try to say “I know you might have done some of these things but I just need to catch up with where we are at, sorry if it’s repeating for a few moments” or something.
I think sometimes cut and paste can make a customer feel dumb, like they haven’t tried the basics. But I do get that you need to get a grasp of what things have and haven’t been done.
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I couldn’t have got to the stage I was at without having done all those steps. So it is lack of product knowledge.
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Maybe I am mad but I have actually gone full Monzo again as they fit all my needs and got a loan with decent score with them. I don’t have to use customer service often so can’t really comment on that. Which they would sit there logos.
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Customer service at best, I do this al the time 
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Obviously I don’t call them customers in my job but the basic principle applies. I just think it’s the manner in which you take them along with you.
Acknowledging that it’s a bit of a (for lack of a better word) ballache to go through basic steps first gets someone on board with you.
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This 100%. Customer support especially frontline will feel like retreading water at the start, it’s just how it goes. The amount of times I have called isps over the years to be told to repeat steps I have already done (and tell them in far more words than the op) it’s just what happens because it will eliminate problems.
The real thing is what happened next.
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That 
actually doesn’t seem that bad 
- only one emoji! 
