I have been a Monzo customer since the Beta and I am absolutely appalled by the level of customer service I am currently receiving from Monzo in comparison to my legacy bank. The Customer service experience has certainly gone down hill over the years.
At the Beginning of May I requested two simple things from Monzo:
- A letter confirming I hold an account with Monzo and that the attached statements are authentic copies
- Individual monthly statements that cover the last six months that are stamped with the official bank stamp.
Chat seemed to go well and was told I would receive the documents soon.
Documents came, the letter was not stamped and the statements were not individual months but one single statement. Statements were not stamped either.
Fair enough, a small mistake.
Chat seemed to go okay, explained the error, was assured I would receive the correct documents.
Couple of days later documents came through the post. Letter was correct and stamped. Statements received were individual monthly statements but only stamped on one side of double sided.
Bit annoyed now as time is going and I need these documents by the end of May.
Explained, yet again the exact same information. Was told they would get this sorted. Was then followed up in chat to say that the stamping has been outsourced and they can only stamp one side of the page. So I requested that they print the documents on single sided so it is stamped on each page. Advisor mentioned they would try their best but could not guarantee this.
Just to explain I need each page stamped as I’m going to scan these documents and it requires that the stamp is on each page.
Documents arrived. Still stamped on one side.
Messaged in the morning on Friday. Passed around various advisors during the day. Finally advised this morning that they’ll be sending them out but not stamped on both sides. What’s the point? I still urgently need this for a Visa application. How has it taken a month and I still don’t have what I need.
The way this has been dealt with is just appalling. Each time I get through to chat I need to wait hours to get a response. That’s fine in the first instance Especially given Covid but if its hours between each response its not okay. I’m also passed between multiple advisors, having to re explain my issue each time.
There is no way I can call and speak to someone, there is no general option in the call menu. When you select statements you are provided with a link in the app and then hung up on. Aside from a formal complaint I’ve logged which takes weeks to come back on there seems to be no way to immediate escalate an urgent issue. If I have this sort of issue with a legacy bank I can simply speak to a supervisor.
Why for the forth time am I being provided with something I am not requesting. With no thought process of “is there another way we can help this customer?”
This forum is my last hope in hoping that someone more senior sees what I’ve endured for the last month and perhaps is able to offer a suitable solution.
PLEASE PLEASE any help at this stage would be helpful. It should not take a bank a Month to fulfil this sort of a simple request.