I had a similar experience last week. Also it took 12 days to resolve the issue I had.
Monzo even gave me £15 which I accepted but felt bit bad as I think Monzo had one of the best customer service and now it has come to this 
They are trying to balance the books so hard (become profitable) but having to give free money for poor service.
Looking at the thread, I think the Monzo COps was perhaps taking a cue from Antwan who had used face emojis twice prior to the COp doing so.
Personally speaking, even without the precedent, if I’d received a reply like that I think I would’ve been OK with it. It’s a useful shorthand, and I generally prefer it to the ‘paragraphs of text to say not much’ I get elsewhere (or worse, bland replies that don’t acknowledge feeling behind a complaint at all).
The email situation is absolutely shocking; this is very legacy-like.
There is absolutely no security benefit in doing this; the user is already authenticated through the app (so no way for anyone outside to join the chat and pretend they’re the user) so no need to reauth them. It’s even less of an issue now that they have an in-house chat system which authenticates the user through the same access token used for the rest of the app.
I’m finding the delays just between messages are taking days too, so a conversation is spread over a week and really I just want to ask something simple.
I found a Monzo card on the floor of a bar last night. I sent a message but there’s no way of marking it urgent so other than handing it in I can do nothing. I actually tried the phone number and it kept ringing. At least with a legacy bank I could quickly call them and the person’s card would be cancelled.
I know that Monzo has a card freeze function and there’s every chance the chap had done this, but I would still like it if my card could be blocked if someone found it before I realised.
I expect a response next week on the matter…
I’m holding off on recommending Monzo to people for now (which as someone who is #FullMonzo, a long term user and an investor makes me really sad 
) because I don’t want them to experience this slow customer service (average response time the few times I’ve needed Monzo the last few months is significantly over 24 hours) and have it put them off entirely.
I can’t imagine how frustrating / demoralising it must be for COps to have frustrated users and a never-ending backlog. I know various Monzonauts on the forum have spoken of the rapid hiring that’s going on to try and address the problems – has there been anything public about how Monzo got to this point and how / why it wasn’t spotted or addressed before it became a many-month-long implosion of what was arguably Monzo’s greatest asset?
Try twitter? Saw someone reporting same situation yesterday and was dealt with quickly
A little late now but I’ll bear it in mind next time.
There is nothing worse than getting no response from the companies actual customer service team (any company), but then getting a response on Twitter.
People shouldn’t have to go to these lengths to get a decent customer service response 
Tell me about it. I emailed Curve about an issue. Waiting ages for a reply. Then sent them a tweet and they said “we can’t discuss this on social media we will reply to your email” so then I magically got an email back. Shouldn’t have to resort to that.
Same. I couldn’t consciously recommend Monzo anymore on account of the slow support 
I’m going to play the “transparency card” and say there should be a blog post explaining what happened, why it’s this bad and what actions are going to be taken to avoid this happening again.
This is planned 
It doesn’t make sense to do it whilst we’re still fixing the issue though.
Thanks @HughWells that’s good to hear and completely understandable 
(Also re-read what I said, and realise I come across as a bit rude, so apologies 
)
No worries - I don’t think it did 
I understand the frustration and to be honest, disappointment here. It’s not a good situation to be in but there are no easy answers or quick fixes
I understand that Monzo are slow at responding at the moment which like others have pointed out is sad news specially when I used to
Think Monzo was very good at customer support and interaction!
I’ve had a few issues lately, and on both occasions the agents didn’t know what I meant as it wasn’t the same person, it was like people were picking up on different conversations
Really hope this gets resolved and gets faster again waiting a day or 2 for a response isn’t the best
It’s such a shame, the state of Monzo support at the minute. The other day when I thought I had lost my entire savings (see here) it took nearly 24 hours for a reply. My legacy bank, which was helping with the issue had already dealt it and recovered my money by this point.
I’d expect this in the short to medium term. What’s happening is you had a few very experienced people dealing with chats and support who knew all the ins and outs. Monzo are now scaling this up rapidly meaning you’ve got a heck of a lot of new staff coming on who don’t yet know all the small things that comes with time at a business. All those little processes and nuances that you can’t trally train will take time to filter across the business
Gosh yes, when you need them most and the support isn’t there can be worrying - glad your bank managed to sort it though phew!
That makes sense so seems like we’ve got a way to go before we get back to good old Monzo support then 
This is the things that’s really hard to scale 
It’s all very well saying we’re hiring at 7 people per week, but there’s a week of training and it really does take a couple of months for people to get their feet under the table and feel comfortable in the tooling and knowing how to deal with things.
There’s only so many support tickets you can look at in a weeks training. Can’t cover everything and as you say for many people some stuff just doesn’t sink in until you start doing the job live.
That’s before you even get close to some of the obscure questions customers ask or some of the one off issues that happen like what happens when a switch fails but the balance transfer has happened etc