Really disappointed in Customer Service lately

[michaelw90 (Michael)]

Monzo Created a Complaint on my Behalf

There’s a lot of the language around these that could be changed, but in my opinion this is better than the alternative of not raising complaints. Complaints mean issues get read by more eyes, including the teams responsible and in aggregate by the regulator. As an example, throughout the last ~6–9 months of my work on Disputes, we used complaints data to target exactly what needed to be fixed as a priority. The financial payouts made it easier to justify putting in that work by putting a real…

And also it was linked in this above comment:

Really disappointed in Customer Service lately

On train now, so here we go: “The financial payouts made it easier to justify putting in that work”

But sure, let’s just carry on saying that complaint data & payouts wasn’t used at all to influence what Monzo worked on.

We’re way off topic now, so I’m going to drop out of this.