A few days ago I had quite a frustrating experience with Monzo support.
Simply put, I had some questions about business accounts and payment links (the same ones I posted here actually).
Please have a look at my questions and Monzo’s answers, and do tell me if I am not explaining myself well enough, or what other reason there is that Monzo’s agents seem to be providing random answers that have nothing to do with what I am asking and/or keep ignoring part of my questions.
First time I asked:
They transferred me to someone else, who just asked how may I help you - this shows they either don’t have access to the chat up to that point (tech failure) or they just didn’t bother reading it (human failure).
So I write:
Maybe I made it too complicated by providing unnecessary detail? Maybe I should have just pretended it’s for me to keep the language simpler?
Rrrright… I never asked anything about how to create a payment link. So I say:
And he comes back with:
At this point it’s getting really frustrating. I just reply:
That’s when he realises he can’t help and passes me onwards…:
I mean, seriously? Maybe it was a bot all along…
Finally I get someone who feels like he is human and responds in a human way:
Ok great, not only he tells me what I want to know to the best of his knowledge, but he will make sure someone who really knows can confirm or deny.
Now, my last question was “can people from Dubai pay with their Dubai-based card or not?”.
Here she is:
So I get something about an ‘easy bank transfer’ (not what I asked, nothing to do with my query), then a reply about Stripe-generated links (good to know, but I asked specifically now about Monzo links, not Stripe links), and some more stuff about IBANs that really has nothing to do with any of this.
So, more re-phrasing on my part and we are getting somewhere, but I had to extract the information from her bit by bit as she kept telling me about Stripe links but not Monzo links:
Getting to my last question, which I have to repeat as no one seems to have access to my original list of questions:
And I am passed on to yet another agent. This time the problem is either my English doesn’t make sense, or she doesn’t have access to the previous conversation (but I think, even if the last message is the only one she can see, it’s still pretty clear I am asking about countries Monzo will not accept payments from, rather than where my card will work):
Ok, so let me clarify:
And here’s what I get:
So she can see my previous messages (as I’ve not mentioned Stripe once to this agent), but makes no mention about Monzo payment links. I wanted to know about Monzo payment links, to avoid having to open a Stripe account, by the way (for context here).
Overall, this kind of thing knocks confidence. If this is how they handle a simple question about what is essentially ‘sales’/their own products, how will they handle a complaint, a chargeback, etc. Will they understand what I mean when it really matters?
As always, your comments are welcome. Am I being reasonable in finding this very very frustrating? Could I have phrased something better? Did they answer my questions and it’s actually me who doesn’t get it?