First Direct may well feel a bit ‘old fashioned’ these days, but at least they still have the best support of any bank. If one has a problem, a call gets you somebody who owns that problem.
Here? Good grief. It’s now even worst than it was five or six years ago, with terrible response times (not the most important thing, owning the problem is) and then a “teflon response” attempt at shifting the problem off of Monzo’s plate. Awful, just awful.
Depends what your problem is in fairness.
So is this to promote FD, or just Monzo poor customer service?
There’s no need to promote FD. It’s an old and dying brand (which is a shame). Me moaning about Monzo’s terrible support won’t change that. Your interpretation of my message, whilst understandable, is skewed.
I have been a Monzo customer for many, many, years — and as is apparent from my badge here, I’m also an investor (every round). So it’s actually with a lot of sadness that I whinge about the support.
So ask yourself, why would I moan about it? How about because it’s been terrible for years, and rather than get better, it’s getting worse.
A long time ago Monzo confused speed of response for quality. It’s not. It’s just one metric to judge support on. The constant bouncing of an issue from one person to another is stupid. Repetition [by the customer] is rife, and it takes far longer to get a resolution. The ‘AI’ layer now is infuriatingly useless, and the next layer appears to be ‘fob the problem off’.
I had an FD joint account since 1993 and they have definitely gone through their own growing pains. I remember they used to answer after 1-2 rings, then it got longer and longer as they expanded, they would then recruit and the time would drop again.
Overall I understand Mark sentiment, although again my experience changed from having a single person dealing with your issue to the usual being passed across between teams.
In the end I got rid of FD as they were overtaken even by people like Metro Bank. I tried them again this year but not a fan. They are a decent experience but not top drawer
It’s not skewed, you’re praising first direct and also putting down monzo customer service - the reason I asked was to understand whether this thread was better served to first directs own topic, or another about monzo customer service.
On the topic of AI - I find Revolut has a perfect example of how this should work, I’ve never needed to go to a human having dealt with the chatbot.
Each time I’ve ever called them it’s been near instant answering and handled first time round in most instances.
It was originally posted in the ‘investors’ section and I moved it to ‘feedback’. The fact that the OP is an investor I felt was irrelevant 
I think it’s just general feedback on Monzos customer service based on their own personal experience. The title is a bit odd, as it suggests they represent a much larger group of individuals.
Agreed, there’s probably a better place again for it but hey ho. The forum gods will come along and sort it if so 