I don’t know of any UK cards that are tracked. Monzo certainly aren’t.
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As Revel’s said most bank cards are sent untracked. but even still, Royal Mail tracked service would have been quicker and cheaper than DHL…
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I think regulars on here all kind of accept that customer service has declined over the past 12 months. I’m trying to be fair but there’s been so many failings on monzo’s behalf on this which is a shame because it used to be one of the things that made them different. A no-branch bank only works better than a legacy bank when you can do everything you need to do without any more friction than physically going in branch.
Monzo had this, and they had it good, and now they’ve lost it.
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Royal Mail is generally only tracked to the UK border. Then they hand it over to a foreign partner and tracking varies considerably by country. So I can see why they’d not want to do that.
After your item has left the UK, you may find more detailed tracking information on our delivery partner’s website.
I don’t know if it’s only these countries which track.
As far as I’m aware Monzo use another partner to handle card production and shipping, I think they’re called Idemia - and I guess they’re the ones who decided how to send the card?
As a further update, I got the following reply this morning:
I’m starting to lose patience…
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Wow!
I’m starting to think you’re in The Truman Show
And no wonder Monzo lose money when they have to give everyone a credit because they can’t do their rather simple tasks properly!
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Haven’t got the chance to look it up now, but I remember the other day that someone from Monzo (possibly recently ex) said that complaints were used to drive analysis and improvement, so I bet every time they hand out £25 they are definitely taking a look back over
The issue’s resolved and £25 compensation feels reasonable, so it could be worse, i guess.
More generally, I’m not even surprised by this. There are an increasingly large number of dire customer service experiences. For examples, I’d point you towards PayPoint shops who simply don’t know how to pay in money, merchant data corrections that silently ignore/reject updates with no explanation, and the self service/FAQ system that consistently leads customers to dead ends. It’s just crap.
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By the same token, we can see some examples here on the forum of some folk just taking the piss with CS, clogging them up and asking the same inane stuff over and over
I feel for them. Hard to swap out the wings when the plane is in full flight
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On train now, so here we go:
“The financial payouts made it easier to justify putting in that work”
Nailed it. ‘Take some money and go away’.
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I agree with the sentiment of assigning a financial value to each complaint to encourage fixing the underlying issue, and it appears fairly customer friendly compared to many other banks, but where is the evidence that it is driving improvement?
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If the current in-app self service flows are the improvements then I really don’t know what to say. 
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Those flows are obviously going to be unable to understand nuanced problems such as this, and just ends up with the customer tearing their hair out to speak to an actual person. When that person arrives, the problem is just passed along and no-one actually bothers to re-read the excruciating chat.
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Seriously? I cannot possibly believe the current extremely limited and poorly implemented self-service offerings are the improvement. They’re also useless when the agent doesn’t read the chat history.
Where they have made it so difficult to contact in-app chat, that the volume of chats requests received has fallen sharply… which can be spun into “our customer service is better and we don’t need so many staff” ?
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To be honest, in this kind of example I don’t really know what the Customer Advocacy team can/could do other than throwing a bit of credit at OP.
Like, £25 seems like a reasonable response for this (unless OP has been left without access to cash which seems not the case).
The problem seems now solved in that they have a card that works.
Other than saying “yep we’ll pass on the feedback” - there’s not much more I reckon they can do.
It’s just a mess how something like this got to this stage in the first place.
I am sure that Monzo will take on feedback from complaints - but I imagine they will look at them in the aggregate - what Trends are emerging this month, rather than super specific examples. I work in a business that has the same kind of thing; “We’ll pass your feedback on to the Technical Team” - broadly means the end of month report has a new data set in it. That sort of thing.
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If it’s not fully rolled out yet, and we have no idea how widely it is rolled out, then it’s meaningless from a general customer perspective. Perhaps it will make improvements, but that remains to be seen.
The dispute flow is an extremely limited part of customer service, and I do expect it will relieve pressure from the chat, and may be a better experience. But we’re talking about one tiny aspect being improved over the self-serve options here. There’s a huge amount to be done to claim adding a cost to complaints is helping the business make improvements.
I agree there’s little more Monzo can do in this specific case. The only thing they can really do now is act on the feedback and evidence that they listened moving forward.
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