One of the many people (my mother) who I have recommended Monzo has received really poor customer service today, and sadly reinforcing her believe that she still wants a bank to have a local branch she can walk into.
The monzo app has signed her out and I can not help her sign back in. After deleting the app and starting again based on some other users having the same issue I get to the confirm mobile phone step but it says mobile already in use. Stuck
She rang customer support today and after giving her e-mail address and further details they said she failed security and they can not help any further. Thinking it might be the e-mail address she got wrong (and my mother is is 75) she offered another potential e-mail but the person on the phone was now getting rather abrupt and saying no you have failed security checks you can use the support chat, expect she can’t because she can not sign into the app.
The next issue is I am 99% sure that my mother did provide the correct e-mail as that was working in the app sign in, it was the phone section failing. Basically this is a monzo app issue and they will not help where does she go from here?
As an investor I am disappointed they would not resolve this issue and didn’t seem to care or offer any way to resolve, no sorry old lady I will not help.