I haven’t the slightest idea why people defend changes made, paticularly features removed or fees added because they don’t personally use them, by a bank. I’m a Starling customer, though have followed Monzo longer (without committing), and I find the whole thing rather bemusing. I’m all for challenger banks and it’s nice to be able to help shape a new bank as part of the community, but it’s a business at the end of the day.
Starling in particular I feel benefits from the fact that it’s a ‘new’ bank and they’re using new technologies, but I don’t think the challenger bank mindset is there. I’ve found them to listen when it works for them, but they’re not very open in general.
They don’t do anything paticularly wrong, but they don’t act any different from any other bank either; otherwise they’re a pretty decent bank. That works for many people, but I don’t think the Fintech/tech focused customer is their target or that such a customer will be pleased long term.