I would like to always know when Monzo is not working, as soon as fault is confirmed by Monzo people. If it can be combined with estimated fix time - even better.
When outage affects only one type of payments (lke contactless recently), notifying customer seems to be most handy - if I know that contactless is dead, I can pay in other way. But I need to know about it before I try to pay ;), this works better for users, rather than trial&error.
In today’s case, I appreciate that Monzo couldn’t have known how long it will take. but due to severity (all payment methods), all users should have been notified immediately. Potentially, users could have been trying with Monzo at least twice, contactless + then chip/pin, only to fail twice, then switch to alternative card… Hopefully, someone was not trying to use Revolut next, because that would have been even more stressful. And then take out Loot card…
I would like all 3 methods of payment as notification setting with option to notify me via text or via notification on my phone.
For example, I wouldn’t care much if magstripe payments are dead as I never use them. If I were to go to a country where it’s popular, I’d turn notifications on. I would prefer sms notifications when I’m travelling, but app notifications (appearing as notification, not a yellow warning in-app) would work for me when I’m in UK.
Settings panel would allow me to set alerts exactly as I want them. I don’t think there’s one solution that would fit all users either, because even one solution wouldn’t be enough for myself - I know that I’d like different settings depending if I’m travelling or not.