Standard of support slipping?

Monzo Chat
21

TLDR: I was mistaken, you can split bills from joint account. There’ll be a bug fix for the initial issue on Android v2.44.0 (the problem doesn’t manifest on iOS).

Just a quick follow up. I was mistaken in saying that it’s not possible to split a bill from your joint account, this is possible still.

What was the bug?

Since currently there is no “Shared” tab for joint account users, we display all pending bill splits (personal/joint account) in the Shared tab for your personal account.

The bug which manifested was that the joint account transactions weren’t loaded (and isn’t loaded until you switch to your joint account). This means that when we were trying to resolve the list of bill splits with the transactions, it couldn’t find the correct one, and then refused to render the whole screen.

Why did this work when you loaded the tab for the first time after a clean install/clearing storage, but then show a blank screen on subsequent loads?

This happens because initially, the list of bill splits is empty (until we fetch them). An empty list is a valid result, and we can combine this with the Shared Tabs and payment requests to render the screen.

The next time the screen is visited, we have the list of bill splits, one (or more) of which might be from your joint account. Because it can’t find the corresponding transaction, it won’t push the data forwards, so we’re still waiting for the list of resolved bill splits, and therefore cannot combine them with the Shared Tabs and payment requests to render the screen, which led to the blank screen.

Could this happen again today?
Yes! You can replicate this issue if you create a bill split from a transaction from your joint account and then switch to your personal account. Then if you clear data/reinstall the app, without opening your joint account to sync the list of transactions, you’ll see a blank screen.

You can “fix” it by opening your joint account to sync the transactions.

This is also why clearing data/reinstalling the app didn’t really help in this case :sweat_smile: it contributed to the symptom!

Can’t you just sync the joint account transactions too?
We want to avoid doing this because it’s a lot of data. Most users will not encounter this issue unless they clear data and avoid opening their joint account.

But a fix is coming?
Yes. We’ve updated the app (should be live in v2.44.0) so that it will filter bill splits for which it cannot find a transaction, so it will forward along an empty list which we can combine with the Shared Tabs and payment requests to render the UI.

10 Likes
22

In terms of standard of support - I believe the standard has slipped dramatically.

Recently I’ve contacted for a few reasons, one I never got a final response on despite somebody “going to investigate it” after I completely disagreed with the initial response they provided… guess they’re still looking!

And another, my pot balance was incorrect and didn’t reconcile some recent payments properly, I sent screenshots and asked what was going on. I got the most stock response I’ve ever seen just telling me how to check balances and how round-ups have changed recently. I rejected this and had to get it looked at properly.

It is disappointing that this has slipped somewhat but I still do appreciate the ability to use a chat system to deal with my bank - just a shame that it’s not as good as it was. But I do hate the fact that everything is bundled into one thread.

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24

I have to say I agree. When I first used the card I had a lot of issues with 3D Secure being attempted but Monzo returning an error.

It was clearly Monzo attempting 3D Secure and not skipping over the “we don’t do this” section, I couldn’t get any help on the issue. However that was back in the beta days.

I then had an issue where the card was not working online at all but other cards could, nothing was posted on the status and I couldn’t see anyone else with the issue. I went to raise it and found all past chats were gone, I raised a new issue and no reply and the chat is gone.

This is my biggest frustration with Monzo and why I haven’t moved everything across. The support isn’t there. Claiming to be an all singing and dancing bank but still running into fundamental issues doesn’t give me comfort. If the support was of higher quality I wouldn’t worry as much.

For now I am with First Direct for right now, until they merge into HSBC I am in no hurry to switch. I want to go full Monzo but the lack of reliable support is a sticking point for me.

I can’t wait for them to address it!

1 Like
25

Yeah, I guess I have to agree,Unfortunately.

I love my monzo account but I do find that I keep looking over at starling and thinking they are offering a better bank albeit not quite as cool. :thinking::thinking:

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26

I think the general consensus is Starling’s support is no better.

I very rarely have need to contact CS, in my mind, me needing to contact them is a failure of the app or bank processes, which is probably why I’ve left so many legacy banks genuinely frustrated.

That being said every time I’ve contacted Monzo I’ve had a decent response in a reasonable time frame.

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27

Another example here of a fraud case investigation made worse by the current chat system.

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28

FFS.

29

I completely agree. The standard of support has slipped hugely, especially when you are travelling and need an instant reply!
The whole amalgamation of all support Qs in one conversation is also frustrating as there is no tracking on different queries.
Disappointing and a quick way to lose the Which bank award for service next year

3 Likes
30

It was far worse last year when they were mega understaffed and you were lucky to get a reply within a week.

This had no impact on the award :thinking:

31

I do find the UI a little confusing; the one long stream of consciousness is odd. Why isn’t it issue-based? That way I can see every issue (or “problem”) I’ve had and all related correspondence in a single thread.

That said, this is by no means a Monzo problem. I use the Hargreaves Lansdown email system a lot and can confirm that — THAT — is infuriating. I asked a single question about a previous pension transfer which they completely misunderstood as a request for another, and have now sent me out like 3 snail mails about the issue. And I can’t even tell them to stop because another email (even a reply!) will clearly be processed as a separate issue with no context of my previous.

Issue-based systems work because they’re easy to understand. Why re-invent something that isn’t broken.

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32

Personally I issue based with a ticket system work best(I was working in project development,that’s what worked best for us) Also accurately handing over i.e your shift finishes a short paragraph of all the actions taken etc will make the word of difference to the next COp dealing with the issue.
As it shouldn’t be caveat that it is a good bank as long as you don’t have a problem

1 Like
34

Hands down best support out there. So far above virtually every other company.

I’ve had to deal with chat a few times for simple things like increasing daily payment threshold and it has been a breeze.

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36

It seems to me that would be easier if there were a separate chat for each issue though

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37

Luckily for them, they tested that approach out for two or three years so have real data. Did not work for them. That makes me doubt it would ever return

38

Could easily be the processes that they have that broke it not the system itself…

39

True true

Maybe an additional flag to put a thread “on hold” for specialists

40

Yeah I think just more handover meta data to both the customer and the COp. So everyone is explicitly aware of what is going on.Plus managerial staff can keep track of what’s going on. We have all had group chats that we have to mute because they just become cluttered :rofl:

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42

A bit off topic, but your probably best phoning them instead. There phone support is supposed to be very good.

43

Yeah they’re quite good but then I have to find the time to call during working hours. It’s be good if they could just properly answer my emails :slight_smile:

48

As for the topic at hand, my Monzo support experience has been amazing 99% of the time.

The last time was pretty rubbish because of the changing COPS and slow response time.

Hopefully just a blip.