URGENT: Appalled by Monzo Customer Service And need help

Sorry guys not sure how to quote in here. When I hit reply it doesn’t include the quote. @phteven79 not sure what type of visa you’ll be applying for and or what the status of your employment is but for me as I’ve been with my employer for longer than six months you need to provide payslips a letter from the employer confirming they’re authentic and various other info as well as bank statements for the same period that show it being paid into your bank account. So to make things easier if you chose to change banks check the requirements first as you may be setting yourself up for more work if you have to get the docs from two separate banks

Thanks for all the comments and suggestions guys. As a bit of an update Yesterday I was essentially told that they’d come back to me by end of day to confirm if they can print on single sided. I didn’t get a response so followed up this morning and was advised that it can not be done. It’s very disappointing and a bit worrying that they can’t fulfil such a request as stamping documents is required for various “grown up activities”.

For the first time today I’ve been consistently speaking with the same person over a period of hours as opposed to being passed between advisors and I can say it has made a huge difference! In conclusion they’ve offered to provide me with a stamped letter that confirms their limitation which I can attach to my application. I just wish the route to this was much easier.

Overall still really disappointed It’s taking over a month to get here but just a case of waiting to see if this letter arrives in the post now. Hope there aren’t any other elements Monzo is planning on outsourcing that’s going to reduce the customer experience

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If you select a chunk of text that you want to quote a “Quote” button pops up – just tap/click that button and a reply window is opened with the quoted text all set up for you.

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I know they said it was outsourced, but I can’t picture what the process is that means it can be printed and stamped only on one side

A. Why can’t they be printed single-sided
B. Why can’t they just stamp both sides

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As quick get-around, couldn’t Monzo not even generate the statement pdf, insert black pages between the pages then when the printer received it, the double side would become single sided upon print? I’ve have done that a few times when a new work printer was locked on double sided and I needed it single.

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Welcome to the world of applying for visas. I will say applying for an Indian visa was exactly like this except I also had to get a letter from my employer confirming my annual salary and how long I had worked there! For a tourist visa, no less.

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I agree, I could see why outsourcing might be an explanation for it being done incorrectly the first time (miscommunication, or outsourced company still learning the ropes). But surely they can just ask the outsourcers to stamp both sides. If it’s done by machine, can they not feed it in twice both ways? And if that’s not possible surely they must have a way to just stamp it by hand on this occasion until a better long term solution is implemented?

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Would presume that there are two machines involved here. And that while the printing machine can manage duplex, the stamping machine can’t.

There would appear to be two possible solutions:

  1. Work out which statement pages are unstamped and request statements for those specific periods.
  2. Insert alternate blank pages into the statement, to effect simplex printing.

Option 1 shifts the burden to the user, option 2 would be Monzo taking on the burden.

Roadblocks for 1 - is asking a lot of the user, not a good experience. Roadblocks for 2 - may be prohibitive if Monzo are charged for the blank pages anyway.

I mean, this is just ridiculous. If the outsourcers can’t do it, do a one off in the office. It’s not hard.

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I’m not defending the overall issue (Monzo should have a way of producing what’s required here), but it’s probably not as simple as that. I imagine there are strict procedures on who can print statements, where, and how they’re handled. You would want to minimise the people who can see all that personal information.

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2 may be prohibitive as a long term solution if a lot of people require this (it sounds like they don’t, based on the handling of the situation and others comments here). Though it would be ridiculous in that case for Monzo to be using an outsourcer who cannot meet their needs.

But as a one off, right now, to allow this customer to GET A VISA which is incredibly important, surely it can’t cost more than a few pence?! I also don’t see why the customer has to figure out what pages need printing with 1, surely Monzo generates the statements to send to the printer. Maybe if security protections mean there is literally no way for anyone at Monzo to view them but that seems unlikely. And a third option could be to just stamp by hand or feed through twice in both directions depending on the machine. If they don’t have a hand stamp by now they’ve had AMPLE time to order one surely?

Especially considering they have already sent out duplicate copies of the same thing and said they were going to again, even knowing it’s a duplicate and that it’s of no additional use to the customer.

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I something think the more that systems get complicated and difficult to change, the more you know they’re broken.

If that’s the case here then the balance is off and something’s gone horribly wrong.

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Visas are kafkaesque enough without Monzo getting in on the act with absurdities like not being able to print one-sided

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I had reason to export a statement from Bunq and noticed that it has a fake stamp on it. Whilst the first thought was ‘wow that is great’, surely it would either not be accepted, or fraudulent (as it is not actually stamped)? Is it an acceptable solution for banks without branches, and other industries just need to catch up and accept things like this? Also, of course, EU rules might be different.

(the gray box is covering up personal info, it is not awful design on their part!)

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That will probably be fine if you’re then scanning it and emailing like the OP.

Not sure it would pass an in-person test.

As you said, scanning they are unlikely to be able to tell the difference.

This kind of thing would need to be approved by a manager/risk team if it was submitted in person.

The only thing I can think is that sometimes this kind of thing is backed up by a digital signature that you can’t see?

I have contracts at work that are ‘signed’ like this and it’s accepted because there’s a digital signature you can verify behind the scenes.

Hello, Please were you able to sort this out and use this for your visa application as i am in the situation where i need to request for a bank statement from Monzo bank.

Same here, waiting 7 hours to even get even a response for my request official statements. Which was just again “do you need it for a visa” amidst a copy pasted reply and im now waiting again. My initial query said that i needed it for a visa so its nice to see support take the time to read. My other bank was able to do this yesterday in 10minutes. Monzo support is absolutely horrible in terms of response times and i dread having to do anything that is outside the automation / the app itself because i know that im going to have to wait hours, sometimes days, to get a response. This is a persistent problem with monzo and we have been promised over and over again it will improve, but it never has. If anything its gotten worse over time (yes, we get that the customer growth of the bank impacts times).

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