Slow support responses

[Ordog]

Started here from @BethS

[Android/iOS] Showing option to activate replacement card... although I haven't ordered one

I’m really sorry you’ve not received a reply yet. We have a massive demand for support at the moment and we are working to get this back within a reasonable time frame. This is a combination of hiring, overtime and other members of staff helping us on intercom. We are working on better card management, so this looks like a bug while we’re working on that. It’ll be with you .

Then Monzos head of customer operations followed up on it earlier this morning:

[Android/iOS] Showing option to activate replacement card... although I haven't ordered one

Hi, Thanks Beth for sharing and letting the community know our plan to get back to speed. As head of Customer Operations I want to apologise for the length of wait times. When our customers opt for an urgent response we are responding within 10 mins. That said there’s no hiding from other enquiries taking several hours to respond , this is something we’re solving as a priority. Hiring has taken longer than expected and we should in hindsight have started the recruitment sooner. We will be b…

and then this was another reply from Monzo.

[Android/iOS] Showing option to activate replacement card... although I haven't ordered one

Yes this certainly seems to be the case but just to echo @anon77734705, @anon80084635 and @anon41219820 this definitely isn’t a new norm - we wouldn’t be comfortable with this at all. I’m actually in the process of sending surveys out to any users who’ve given us a rating after a chat recently, with a few questions to work out how wait times and a few other factors affect the way you feel about a conversation. If you gave us a rating after we responded then you’ll most likely receive this next week too, so …