Tristan said a couple of months back that cutting the financial incentives to sign up had this in mind, but right now you’ve got new customers still signing up in droves despite zero marketing and zero incentives
Interesting problem to have!
Waiting list? It worked so well on the prepaid and allowed them to control the flow of customers to make sure they can scale their operations and provide an adequate level of service without being overloaded. I think this is exactly the problem they’re having again now.
Now there maybe examples of other established business doing that, but I’ve never in my life come across it personally
“Join Monzo is easy and quick, actually, nah, you’ll have to wait”
Tough spot
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I mean of course if you say one thing and you do another then it’s a problem, but there’s nothing preventing them from being upfront about it (and taking advantage of it to build up the hype, like “we’re so good there’s a queue to get in”). Again, scaling back the marketing until they can at least serve their existing customers (who in my opinion should be priority #1) would be a sensible decision IMO.
As it stands I think it’s better in the long run if they take time to fix their CS before onboarding anyone new; if word gets out that “Monzo = bad CS” they’ll be in a really tough spot; when it comes to banking people usually do not give second chances and err on the side of caution (sometimes unreasonably, even if there are laws & regulation that protect their money).
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Join the 3,498,604 people with a Monzo bank account who got theirs almost instantly. But if you want one now we’re making you wait several months, so join the queue!
Having a wait list at the beginning is good, it builds up hype and stuff. Adding one suddenly a few years later would be a terrible business move that would make a lot of people angry.
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But bad/nonexistent CS doesn’t make people angry? I’d prefer a bank refusing to give me an account in the first place over a bank that gives me an account but then can’t give me any support when things go wrong. At least the first one is predictable behaviour, where as the second one catches you at the worst possible time.
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I think you are both right. Consider that a moment of unity before the divisive week to come!
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I think this is a good discussion, but probably belongs on its own thread
@Rat_au_van, could you break out the comments from this one onwards please?
I’m not angry about it. I hardly need to contact them and when I have it has been fine.
I see some people complaining on here but I don’t believe it’s at the pandemic level where they need to shut everything down.
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As a power-user I agree, I pretty much never need support besides the occasional chargeback so I wouldn’t mind. But I feel bad for non-technical users who rely on support more frequently than we do, and have learned to expect it even from legacy banks.
Sample size of 1 but I have a friend who I’ve referred to Monzo and praised it for ages (ironically she works at a legacy bank) and since the past year or so I’ve became her first point of contact for any issues because support became so useless & slow that it was just quicker to ask me, and I oblige because I still want her to keep using it instead of going back the legacy route (although recently I’ve suggested a modern competitor) and kinda feel bad as well for referring her to a product that’s starting to let her down.
Monzo are screwing over their existing customers (some of which have been with them since the very beginning) and people who referred friends/family over their blind pursuit of “growth” at all costs which is something you’d expect from stupid social-media fads but not with banks.
Oh don’t get me wrong I agree that support is bad currently. I see the topics but I also see others saying that they’ve been in touch recently and it’s fine. So that’s why I said I don’t think it warrants a shut down.
As @SouthseaOne quoted above 
I think it’s simply a case of increasing the amount of staff and then things will balance out again. I’m sure I read somewhere that the advertising campaign was far more successful than they expected so when they get back on top again they’ll be able to manage everything going forward 
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I’ll split it in a bit when there’s a break in the conversation
‘Scaling support’ a suitable title?
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“…or scaling back?” as well, maybe
Otherwise fine
Thanks
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But I’d asked if the potential loss would have any impact on his life. It didn’t. Your example is irrelevant. And, just saying, in this event the issue transpired to be a ‘glitch’ just as I was suggesting. A happy ending. If we had fewer people panicking and reaching for support needlessly we’d all benefit.
“Probably”? No long queue times? Straight through to someone that can help? Resolved in under 10 mins? Do you have experience? Which bank and what was the issue? Thanks.
Your point was about getting through to a traditional bank on a Saturday night, my response is yes I could get through in a timely manner and speak to someone (Barclays). Resolution is a different matter and obviously varies depending on the issue.
Ok - so you’ve never tried. Correct? May I say that most “Fraud” (Anti-Fraud?) teams go home at 17:00h on a Sat (e.g. HSBC) so if you get ‘blocked’ you have to wait till the morning. Even if you’re in a queue waiting they just switched off the phones.
I don’t think that really fair as you don’t know how much has gone missing like offer have said if it’s a lot I sure you what what to talk to some one right away not in a day or too.
Even a normal bank at time have long queues time On the phone.
Can the in app chats not help? They have all ways been daily quite when I need help.
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