I get that bit - it happens at Traditional Banks too. “Oh I’ll just pass you to the Cards Team / Payments / Fraud team etc”
I feel like the title “specialist” is the problematic bit. It just makes me think “what is so special about this case” vs “oh yeah it makes sense to go to the Cards Team”.
I’d also add the display of all the “passing” around is weird - why show Monzo Staff B C D and E if you only talk to A and F.
Like at the user end it doesn’t change the amount of support received but it doesn’t have the appearance of being passed around
Yep, that’s pretty awful. All seems so basic - takes some skills to go that badly wrong!
Clearly the current incarnation of the chat system doesn’t work for the customer, regardless of how it’s viewed internally.
5 Likes
tbutz
(🏳️🌈 Producer of "low value commentary")
24
It seems a lot of people are taking a single instance of a support issue being handling very poorly (and I do agree it is a terrible sequence of mind-boggling nonsense), and inflating that into the expectation that this is “the norm” or that passing about is to be expected (I think it may have been Dan who indicated on another topic that this is very much the opposite destination), or that the chat system is broken/not fit-for-purpose.
This is a Monzo Plus cancellation by the looks (I did read the OP, just not the many screen shots), so I can only imagine that this has had some impact on the processes, as well as the IOM issue, which has resulted in this pass-the-parcel approach. I’d very much think Monzo will want to investigate this and see how they went wrong and how they can avoid it again in the future.
Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
25
I admire your patience.
Your saga is, in my somewhat limited, experience of Monzo CS, fairly typical.
They often haven’t taken time to understand the issue and given wrong, or contradictory advice. It was the reason I more or less stopped using Monzo back in March (though I was tempted back with Plus for a few weeks).
For me the final straw was when I made an enquiry about a failed online transaction and the CS took time to ask whether it was contactless or Chip and PIN. It got a bit hairy after that.
I consider Monzo a Fisher Price bank, fun and colourful, but not to be taken too seriously.
As long as you don’t activate the second card then your current card will remain active. You can keep it the second card as a “hot spare”.
What won’t work is if you keep the spare, order a replacement and activate that and then try activate that spare. (If that makes sense).
Basically when you activate a card it generally prevents all previous cards being used.
If you’d like me to look into this in more detail then please drop me a DM. I’m not at work until 9pm tomorrow evening - but I’m happy to take a look then for you
Hi Dan, unsure which department you work in - however I have asked for my issues to be escalated to the 'Customer Advocacy team" I think it was called? I’ve just opened another account elsewhere and about to maybe switch away from Monzo - this isn’t the first bad experience I’ve had… we’ll see what comes from the complaint…
Apart from the poor customer service received in this specific case, Monzo also need to look at the above urgently.
As an organisation which is hemorrhaging money, they should not be spending £30 to post a card when they could do it for much less via the Royal Mail.
Apart from the expense, I also don’t know what sort of contract Monzo have with DHL which results in such a slow delivery service from them.
The Isle of Man has a UK postcode, as does Guernsey and Jersey - does Monzo also class them as international destinations?
5 Likes
tbutz
(🏳️🌈 Producer of "low value commentary")
34
Was I unclear? I am not defending Monzo, this is a terrible way to handle a situation. What I *am* doing is looking at this pragmatically and trying to understand what unique situations came together to create this issue. It is clear there are are ongoing issues with Plus that still need “refining” especially with regards cancellation and issuing of new cards. What I am *not* doing is taking one or two instances of support going awry and extrapolating that into a systemic failure.
I’ve also not made any comment about removing help or phone calls cutting off, or fraud, so not sure why any of that’s being levelled at my door…
To be fair, it’s not “one or two” instances is it?
I enjoy my Monzo account, I’m an investor, all that jazz, but even I am able to see the obvious issues with the chat system.
I’ve experienced it more than a few times personally.
Definitely think the intercom approach was better.
I don’t believe it’s the system. With intercom you didn’t see this level of detail and there were far more touches and longer wait times.
This is more likely to be the accelerated training/hiring they did to meet demand. As Dan said, all that could have been resolved in one line without the need of a specialist but none of those staff members knew the answer to this question.
Maybe not the entire intercom system.
But I do miss the ‘support threads’ approach. It helped silo issues and archive chats for re-reading.
6 Likes
tbutz
(🏳️🌈 Producer of "low value commentary")
39
This was a topic about a specific situation which I am responding to, and you are bringing out every known issue about Monzo support that you can come up with and chucking it on the bonfire. If that’s your plan, why not create a “Monzo Support is terrible and here are the reasons” topic and let everyone discuss it there?
TL;DR Monzo could do to learn from this to improve how they do things in the future, through empowerment and clear processes
To summarise (As I read it);
The OP has been badly let down by CS
Again there seems to be no clear process followed by the Monzo COP’s (but this is atypical of customer service in many companies to be fair)
Monzo don’t appear to empower their COP’s (because, if they did, there wouldn’t need to be some many times that it would have to be passed to a specialist team and dont appear to have a clear process for passing items across
This is one of a few posts where, operationally, monzo appear to be struggling to scale
@Dan5 is as always super helpful, and Monzo could use this thread as a takeaway and learning point on how to improve customer service
I work for a large telecommunications company, and personally it’s obvious that Monzo are desperately in need of training and systems that help them dramatically increase their First Call Resolution stat.
Basically there should be every effort made for the first advisor you reach to complete your interaction. This increases customer NPS dramatically.
You can do this through empowering the agent by training, system access and clear processes.
I think once Monzo crack this there’ll be a huge increase in customer satisfaction.
