Terrible online support experience

I was having a helpful chat today about a duplicate payment, and at 11:59 the person I was chatting to disappeared. Literally nothing for over an hour now. Imagine you went into a bank and were talking to someone and they just walked away mid-conversation? It’s exactly the same feeling when it happens online. I went ‘full-monzo’ as did my other half and we also have a joint account with Monzo. I now realise how stupid this was and I’ll be opening a Santander account this afternoon.

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I’d hold off if you are enjoying the rest of Monzo.

The support team is under a lot of strain due to the change of the ‘Plus’ program (there is a very long thread on this forum about that), once that calms down I’d hope that service levels would return to something more acceptable.

And that’s absolutely fine, but surely once they engage and start a conversation there is no excuse for leaving halfway through? If I had stood in a queue in a bank to speak to a teller, I would be aware that they were busy, but when I got to the front of the queue I would expect to stay there.

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Sometimes there is a misconception that support is ‘live chat’ - sadly it isn’t.

I’m sure they will be back in touch soon :slight_smile:

Personally I like it this way (to a certain degree) because I can carry on with my day, just hopping in and out when necessary.

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seems hasty

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It’s not hasty at all. It’s the realisation of total dependency on a single service provider. I was with Santander before and never had any trouble with them and having a second provider seems like an astute move.

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sure

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Totally agree. Having another provider just makes sense, anyway, but the experience described can’t be right. I’d understand a slow response due to workload, but not curtailing mid-chat.

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I’ve been with monzo since it launched, and was on a full current account as soon as it was possible, I also have a joint account with my partner. It’s never EVER been as unreliable as you’re suggesting, and I don’t have any trouble with them whatsoever. So, I think you’re clearly overreacting.

True but this isn’t a bank with tellers, this is an online bank, with a more fluid service experience which, at times like these, feels less than satisfactory.

The flip side is, for general queries that aren’t urgent, this style is fine as I can ping a message, get a reply a while later, reply to that and over the course of a day, without sitting waiting on replies, I can resolve issues/questions.

No harm having a backup bank account of course, I do.

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They advertise 24/7 support. The perception of that is that it’s available 24/7 and your issue won’t be abandoned when someone goes home.

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Wise words.

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Same. Love monzo but it only takes one experience to make you realise that 100% dependence is a bad idea.

Sounding like a broken record at this point but it used to be chat as in the staff member was actively engaged in the conversation until it was resolved. All done in one sitting.

It’s now more might be 5 mins between replies, might be 5 days. You might have one person dealing with it, you might have 10.

It should be Monzo PenPal. :tm:

Anyway based on the other ongoing thread it looks like Monzo might be doing something about it.

Also it’s always best to have more than one bank regardless if you’re with Monzo or not.

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Full-marks for Monzo PenPal! My original post was not necessarily a complaint about the service, but more my realisation that I was foolish to go full-monzo. I wish monzo all the best and have no intention of closing my account, but we all need to realise that as Monzo continue to expand their customer base we have to expect that the service will suffer.

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Your example is 1 hour… You’re fussing about an hour? (also, they state time delays in the chat…)

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That’s a another marketing issue around #fullmonzo it was meant to be just having your salary paid in not pledging your allegiance to Monzo by CASSing to it and not having any other bank accounts open.

It’s just a case of having what you need, if you’re a heavy cash user then just having Monzo is ridiculous with the limits and fees, if you deal with cheques frequently then you might also want a legacy branch. Being reliant on one app bank is nuts imho, doesn’t matter if that’s Monzo or Starling (did someone say GPS?) or whomever it maybe.

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Read through the thread. I raised my original question yesterday and it was this morning before there was any response. This didn’t bother me at all. What bothers me is that the conversation stopped abruptly during an exchange.

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These days you chat to someone 5 mintues later someone else takes over the chat

…until they don’t, as in @swissfraser’s case. :smirk:

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