Well glad @AlanDoe reopened this and Monzo havenât gone full Starling and permanently closed down this thread due to the critical feedback.
We obviously have some gentle souls who canât take a few swears or criticism of their bank with four reports. 
Hey Phil 
Iâve re-opened to allow the discussion to continue at the moment but as everyone can understand the Code of Conduct needs to be adhered to then Iâll need to contact individuals directly.
Hope everyone is staying safe!
Thatâs good to see it isnât just nuked, hopefully we have some Monzo lurkers reading all these posts to feedback to those that make the decisions the overall forums view of removing the obvious way to get in contact with their bank.
Weâre all here to get a better bank so itâs important that customers can give their opinions, and we arenât flagging to shut down someoneâs opinion.
I think this thread definitely needed locking for a bit; everyone can benefit from a cool off.
But also glad itâs been reopened. Discussions like this need to take place - as long as itâs still a discussion (i.e. constructive) and not just everyone getting upset for no reason.
So have Monzo got any tweaks in the works to keep chat accessible, but to also guide folk through self help when appropiate ?
a couple of ideas
Great suggestions. Also, there is already a âdid this solve your problem?â thing at the bottom of each page â but if you say no, it basically says âsorry lolâ. I assume that is helping train the search, but maybe that could also help funnel people into chat if they need it?
This is also already in the app, and has helped me in the past
Iâve been reading through this thread and thought, surely it canât be that bad⌠Now I know that it definitely is.
I need to do a Chargeback. Fair enough I might have to jump through hoops because the button isnât immediately obvious. So I search for Chargeback:
OK, I already know what a Chargeback is but itâs the nearest thing, fair enough
Right OK, good explanation but Iâve already done all of this. So No, it hasnât resolved the problem and clearly says I need to contact them straight away.
OK but thereâs still no option! This is absolutely insane! Thereâs literally no way in the app to report fraud that requires a chargeback!
This is a massive concern @simonb and @Dan5. This A/B testing needs to stop immediately. You canât go harping in about inbound requests being down when youâre making it impossible to even do things like report fraud!
Well, I suppose you can if youâve made it more difficult for requests to come in. 
A worrying truth I guess. Just like cheques. Letâs add as much friction as possible and take 3 weeks to a month to process them and then profess no-one uses cheques!
Suppose it helps with the fraud figures too. No fraud if you canât report it!
Oh well, formal complaint raised via phone as you canât discuss chargebacks over the phone and you canât do it in app either!
This thread (and possibly this entire forum) could benefit from applying Hanlonâs razor a lot more
Never attribute to malice that which is adequately explained by stupidity
Now âstupidityâ is an overstatement here, but I genuinely think this whole thing was just an oversight. No one is out to victimise customers or maliciously âexperimentâ with chat to twist some stats in a big conspiracy to justify laying off staff - their colleagues and friends??
They just wanted to try something new and didnât think through the repercussions well. Thatâs all.
The consequences are pretty bad yeah, but this thread isnât an opportunity to jump on the bandwagon, point fingers and get angry. Itâs an opportunity to hold monzo accountable to what weâve come to expect from it - being able to contact support as easily as possible and monzo being as transparent as possible in all their decisions
Can you expand on that? What do they say when you ask on the phone?
They said that they handle all chargebacks in app theyâve since opened a chat at their end and then after waiting 40 minutes, someone has finally replied.
So no app option, a 10 minute phone call and a 40 minute wait on chat to report potential fraud.
I donât think the 40 minute wait is a problem once you know the fraud has been reported. Having to phone up and wait for confirmation that they have your fraud report is an issue.
Out of interest, did you try going to the transaction, scrolling down, and choosing âSomething wrong? Get helpâ?
When I tap that button, the first option in the next screen is Report fraud.
Thatâs exactly what I was going to ask.
Yeah, thatâs not good 
Thatâs interesting, I just tried âsomething wrongâ, and it takes me straight into chat bypassing the above screen.
