Today while purchasing a car (well trying to) the payment was flagged as needing to be checked by Scan Specialists to make sure its not fraudulent
As I’m in the dealershop waiting to pay so I can drive the car home I called to chase the verification and was advised on what documents I needed to upload - great
Did that and waited the advised 10-15 mins for them to be checked
Over 2 hours after I tried to make the payment my account is still on hold, the payment is not approved and I had to leave the dealership so the staff could go home! (They’d already stayed way over their finish time while I tried to sort it out)
CS on the second call were useless, couldnt talk to scam specialists, he couldn’t/wouldn’t (not sure which) contact them to find out how long it would take and despite me explaining I’m literally sitting in the chair waiting to pay, and can’t “give it a little longer” with no idea on timeframe, he couldnt help
Does anyone know how long this process should take? We’re coming up on 3 hours so far
As above, hopefully you’ve got this resolved by now. I’ve never had this issue but can imagine how frustrating it must be.
Edit: only just caught your reply, sorry.
Monzo telephony service can’t just call other departments, it doesn’t exist,
Everything goes through a communication channel on Slack (think social media for business), or escalated through BizOps (customer account system). I doubt there’s been any drastic changes to that in 2 years since I left.
So the colleague was right in saying they can’t speak to anyone directly in that manner.
Good to get some context on how the systems work. I use Slack for work too and said when I got home (woth no car) that if that had been my work we’d have been messaging on slack internally to try and get it sorted
The most frustrating part was that, it had been flagged and I called to find out how to speed up the process but once I’d uploaded my docs there didn’t seem to be anyone waiting to review them, especially considering I was on the phone while uploading them
Definitely seemed like the internal review and escalation process could be so much better, particularly when people are calling to speed things up - having someone on standby or dealing with more time sensitive ones
The worst part is they don’t even tell you what the estimate is before someone even starts to look at your account, other banks have inbound call centres where you can speak to the bank if they’re worried your being scammed. Monzo is very poor in this area
Yes, that is true, it would definitely help if you could speak to someone to explain the situation and get a faster resolution for those ones that are urgent like this when youre sitting in the dealership after it closed waiting to pay.
I started the new security feature thing but havent finished it, would it have helped in this situation do you think?
Gone are the days when you can make large payments without letting the banks know beforehand.
I’ve was told (no idea if this is true), that bigger banks have a list of allowable and approved merchants for large payments (such as car retailers), but I doubt a bank transfer is treated the same way.
Depends on the bank. I wanted to make a transfer larger than the £25,000 daily limit from my HSBC Premier. Phone answered immediately and approved straight away.
It’s about risk and trust. Day one payments probably got held up but over time its score is appropriate to allow payments to be made with no concern.
It also goes down to the behaviour from the customer and the process leading up to the transfer being sent ie funds in from another bank and immediately moved out, Pots all cleared down before moving it all out, alsorts.
The TL;DR from this thread is don’t use Monzo for large payments. The experience is so hit and miss (some people have been fine, others not) it’s probably an area they are not great at.
Granted new powers and all, but as with @mikez (and to be fair I think this is a HSBC thing not a Premier thing) If I needed an uplift on payments or to authorise a payment I’ve just made, I could call them in advance, or on the spot, and it’d be fine.
The issue isn’t with the delay to check things, it’s evidently Monzo don’t have a clear process for handling this.
Honesty, still can’t get how Monzo wins so many customer service awards. They must pay for them, It was never good and seems to have got even worse for the most part. Would be really interested in a separate thread of good news CS stories.
Finally got it sorted at 8.45am this morning, the problem is more how ling rhese things take, with no expextion given of “this could take upto 6 hours” etc
Being told to “wait a bit longer” or “theyll reach out when they are done” was not helpful, I’ve given all this feedback to Monzo so hopefully it doesn’t fall on deaf ears
The vast majority of people are not needing support. A large % of those that do, get to support because they are lazy/cannot read. So it’s easy for support to solve “I’ve lost my card” or “I want to change my name” and it’s a success story.
Then there’s the outliers like OP who needed support and had a bad experience. Tiny tiny %.
Maybe Monzo self select and don’t email people to vote for them if they have complained (I’m an example that this doesn’t happen) but otherwise they post on here, all socials etc, so they aren’t self selecting completely.
People will always complain about bad service. People rarely feel the need to praise good service.
This is only going to get worse with more and more restrictions put in place to stop people being scammed.
Really sorry for your inconvenience! The timing of your payment towards the end of the working day was somewhat unfortunate and is something we’re already working on improving.
I work in our fraud squad and so have passed this feedback on directly to the squad
The reality is today, that no-one wants to wait for anything… everyone is so instant. I remember being 7 years old and I waited nearly three weeks for some Frosties Pack of magic cards to come through the post.
