I feel like the customer service response time is getting slower. I’ve been with Monzo since forever but it feels like every time I contact them, the response takes that much longer. Currently still waiting almost 4 hours later after asking about something as simple as a limit increase (which will take time on top of that).
Where does it say Plus or Premium get a dedicated team?
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This isn’t true.
Having a Plus/Premium team is different to a dedicated team for customer services.
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Normal CS doesn’t actually close. For some things/people it’s 24/7 but others it’s patchy/worse/terrible.
It’s just frustrating, especially since it’s a simple request. Maybe calling them would be quicker. Does anyone call them enough to know how fast they pick up? I remember calling first direct many years ago now and they would answer, with no IVR, in just a few rings every time. I remember thinking ‘this is next-gen CS’.
Calling is worse. They probably won’t answer and then it cuts you off after 20 minutes.
App is best but as your request isn’t urgent (to them) then you’re in the queue and they’ll get to you when they can.
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I just don’t understand how difficult this problem can be to solve? Just hire more agents? Am I missing something here? I’ve loved Monzo for so long now but the fact that they are not here when I need them most is disappointing.
It’s not as easy as “get more staff” but customer service does need work. Huge work.
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Of course, I do get that. I was being flippant… but it seems like something they need to sort out ASAP. Well, I’ll let you know what the final count was when they finally get back to me I guess. Thanks for letting me vent!
I agree with this, and I’m a promoter of self service for sure, but when you have an issue like a limit increase that the bot cannot help with, then you need to have a fast route-to-agent. OR just relax security and give the bot the permission to do this… the photo ID selfie requirement is likely why it can’t help.
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What day did you need the increased limit for?
Today or tomorrow at the latest. The update on this is that an agent answered a little while ago, so it was 4 hours total, but I needed to reply with specific info so hopefully, they bounce back quickly and don’t re-queue me for 4 hours (I always wondered how that worked in chat). Maybe someone was watching this thread, you never know!
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