Really disappointed in Customer Service lately

The biggest cost for them by far will be the staff costs of responding to enquiries like this. An hour staff time across a few staff will cost them at least a few hundred - way more than cards.

They should take that into account and just make this whole process a lot simpler - just don’t cancel a plus card if someone is on plus and cancels. It’s not a huge deal if the odd user manages to get a plus card via this route and it’s crazy IMO they cancel it.

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And it also pushes people who need support further down a list while they are all faffing about with card queries that they are getting wrong anyway.

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I think this is an image issue. Quite understandable that they’d want to keep their Plus cards as exclusive as possible, other banks cancel premium cards too.

Replacements usually work smoothly, but there are fringe cases like this. As mentioned above they need to empower their COps to enable them to resolve issues on first contact rather than with lots of passing around. That would help drive costs down

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So you ordered a card to be sent internationally on 25 August. They originally said you’d receive it on 8 September. You actually received it on 7 September. You complained, they gave you £25.

I can see how you sent 22 messages and had to repeat yourself. But in terms of what you requested, and when you received it, it was in line with what they originally promised.

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I disagree with this point. The empowerment comes from many COps being trained as specialists. Almost like doctors, it’s almost expected for a COp to train as a specialist after a certain tenure.

I’ve not not read all the chat screenshots— but did you at any point think to maybe phone them up?

Whilst it is healthy to discuss experiences and learn from them — is this thread actually getting any further? Best to offer solutions and ideas

It is more than likely that this thread has got Monzo’s attention, and they will be learning from it.

I imagine it is a testing time for customer service, and they’re doing their best to support customers.

But it is important to understand with anything, there’s going to be the occasional casualty along the way.

As customers — are we looking for perfection, or progress? No business is perfect.

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Never called myself but most people on here that have said that it wasn’t worth it and it pretty much just directs you to the in app chat

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Since when is the Isle of Man international? I believe the OP simply requested a card and Monzo decided it was international

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It’s an oddity.

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Monzo only uses the app hone for people who cannot access in-app chat for whatever reason.

It governed by the UK government, protected by the British Military, and part of the UK phone system.

Whilst I agree it’s an oddity, it’s definitely not an international location IMO

Edit: WHY WAS THIS FLAGGED???

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Fair enough. Monzo maybe counts it as international because (speaking from memory) you can’t open a Monzo account with an IOM address.

The whole saga is bizarre beyond words, really.

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I agree with you 100%

However, have you ever tried dealing with the Isle of Wight?! :exploding_head:

Some people/places really struggle deciding what is UK and what isn’t.

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The Isle of Man is not part of the UK or EU. It’s international, and you’ll pay international call rates for calling there from the UK (as I found out to my distress once :slight_smile:) despite having what looks like a UK phone code.

It definitely is. Unfortunately, opinion doesn’t change that.

I assume the OP must have their account registered to a UK (non-IOM) address, to which they could have received the card much faster.

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When sending mail to the Island from elsewhere, the Isle of Man is treated as though it were part of the United Kingdom, and mail from the UK continues to be charged at Royal Mail’s UK inland rates. However, postcodes were not introduced in the Isle of Man until 1993, when the Island was postcoded as the IM postcode area as an extension of the United Kingdom postcode system

Wherever it might lie geopolitically you can still shove a 1st class stamp and get it there via Royal Mail :smiley:

More importantly Monzo’s handling of the customer interaction was pretty crap and despite the protests from certain people here it’s clearly not an isolated incident. Hopefully they reflect on it and take appropriate action instead of just giving the OP some dosh and hoping he goes away

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Was it? The estimated delivery date changed in the app, and that sparked the whole circular conversation. The card actually arrived before the original delivery estimate AND Monzo gave the OP £25.

While Monzo’s chat was disorganised and messy, the card arrived on time and the OP got some cash.

Asking chat to send the card via a different delivery method is always going to be futile. I think there’s a mountain being made out of a mole hill, sorry. And absolutely no offence to the OP - I know how frustrating it is waiting for an answer and then going back to square one. But it’s all resolved, and outside of the chat, nothing bad happened.

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The response shouldn’t have been disorganised and messy though so yes, their handling was crap and just because it’s all fixed now doesn’t change that.

They need to do better and they’ll only do that when they stop making cuts to customer service and restricting how customers can access it. I think we’re probably all a little off topic now so we should probably just agree to disagree

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Totally agree :+1:t4:

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Bit late to this discussion, and I know they’re not in the U.K. anymore, but N26 cards were mailed via tracked postage (courier for metal, usually UPS).

Other than that, no other bank I’ve used has ever provided me with any kind of tracking for my card, nor do I recall ever seeing a tracking label on any envelopes containing a bank card.

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I think this was the crap part.

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