You are not claiming but I definitely am. The support has gotten worse and worse since almost a year now from what I can see (since they opened the floodgates for everyone to migrate to a current account). What attracted me (and plenty others) to Monzo is the awesome customer service; this is no longer the case for me; it’s average at best and the new chat update doesn’t improve things either.
I don’t see the point of on boarding new users if they can’t provide good CS anyway, it’s just going to leave a bad impression on the new users as well (why would you waste money putting ads on the Tube when you’re already overwhelmed and can’t even support your current users?). They’re shooting themselves in the foot by doing this.
The same complaints I had for Starling’s customer service now apply to Monzo. Outside of the fintech circle, people won’t open an account and say “Monzo is bad” or “Monzo has trouble currently but will get better”, they will just say “modern banks are bad” and now not only Monzo lost a customer but the fintech industry as a whole, since those customers lost all trust in modern banks and are unlikely to ever revisit them (especially not if the legacy banks catch up tech-wise).
Old or new chat? I have an issue sitting for over 48 hours now, though admitidly not urgent, so it’s not promising to see much more recent non-urgent queries being resolved.
There are plenty of options they can use to bring down support times using the resources they currently have. I remember working in a company with substantially more customers than Monzo who could adapt by small measures, like just having a member of staff prioritise replies, or reply with generic but in depth replies to the simple questions that clog up support inboxes.
Customer service is the key to keeping customers happy, the majority of customers won’t contact their bank, but the ones that do, that have bad customer service will tell everyone about how bad that service is. I’ve seen arguments in the past about it’s only affecting a small amount of customers, a small amount of customers telling others how bad something is, who then tell others they have heard bad things, means that small amount could end up a very large amount of people that hear how bad things are.
I have been waiting fot an important issue to be resolved over 24 hours
I messaged yesterday morning and not even seen yet
Monzo is amazing but this has been a growing issue recently
Totally agree with you…I only wish Monzo would see this as a huge mistake on their part and address it. The tube ads are pointless if they can’t cope with the 1 million customers that they have!!!
No, because I never needed to. Normally an urgent message got answered in a few minutes and a non urgent in like 20 minutes.
And I now do not even have the option to open a new chat until this one is closed…
I (finally) had a response after around 4 days asking me to verify, which I did. I then got another response about a day later saying the verification expired as they didn’t manage to get back in time, so I need to verify and wait again. This is far from the experience with the old chat system.
(Times are estimates as there are no timestamps to actually check this accurately.)
Unfortunately with our current wait times this would happen on both platforms. And I’m really sorry about that Were doing our best to avoid this when we ask customers to verify. Can you DM me your email and I’ll get someone to pick it up asap?
I had an urgent need yesterday and it was answered quickly so in that respect it worked perfectly for me.
Days waiting is absolutely unacceptable though.
The new chat is awful though - visually. I much, much, much prefer the older one.
What I am finding even more frustrating is a few months back I was saying constantly that the waits were unacceptable and that none of the hardcore Monzo fans would accept it from a legacy bank and it was met with some stiff opposition (“Monzo is better in other ways so it’s fine” or “Monzo is available by telephone so it’s fine” or “These issues aren’t important so it’s fine”) but now it’s fine to complain because it’s affecting those people directly
Last time I contacted support it took 4 days to reply (!).
And they asked my email address! How come they dont have it.
Once again, be extremely cautious with the support, it’s your #1 asset and the reason you grow so much. Not the app, not the hot coral color, not the features, not the ease of use. The support is the key. Tread extremely lightly.
Quick update… We have about 90 new people starting in COps in the next 4 weeks. And we will be continuing to hire. We expect that to be closer to 200 by January.
We expect to be seeing much faster response times off the back of this, but it is going to be a few weeks before we get back on track.
If we presume 500 COps at 1.2 million customers that’s about 1 COp for every 2400 customers, but that presumes that all COps do the same work and that’s not our operational structure since you have to account for all sorts of specialisms, management, people who do calls/social media instead of frontline and are therefore also handling queries from non-customers, people who are within COps but primarily interface between COps and other teams, etc, people who work part time or only weekends… It’s pretty complex stuff!
This is far from the experience with the old chat system.
Were doing our best to avoid this when we ask customers to verify. Can you DM me your email and I’ll get someone to pick it up asap?
