If the data has been given by the actual CEO of Monzo, I’m going to take that as accurate.
I’ll trust the word of someone who runs a UK bank over that of some random on Facebook.
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This is my problem with Monzo customer service. I rarely have to contact them but it generally goes like the attached because everything is copy and paste
- [insert merchant name] - seriously? That is a pretty fundamental mistake!
- They already have proof, I uploaded it (over ten screenshots) using the new disputes flow (which is very good, by the way).
- I bring this up and then all of a sudden I have the customer advocacy team throwing money at me to ‘resolve the issue’. But I didn’t at any point make a complaint!
- Now I have no idea about the dispute because the support chat is not threaded, and I am now with the complaints chat queue.
Would you rate the service bad because of the above, or would you rate it good because they want to give me money? Personally I would rate it bad, but I bet a lot of people would take the money (I didn’t) and say how good the service is.
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And sort of in response to another comment about Copy and Pasted responses -
I don’t think that’s fundamentally problematic. There are only, really, so many ways you can say the same type of statements - and I guess things that are copied and pasted, come up frequently enough that it saves time typing it all out. Seemingly common practice.
Obviously rookie error actually sending out that info, but we’ve all been there I’m sure. I’ve got a template for a few specific things I’m reaching out to new companies for - and nearly sent “Dear [POTENTIAL SUPPLIER NAME HERE]” just last week.
Maybe they should have a better system to say “Hey you forgot to fill in the blanks, are you sure you want to send?” Clippy comes to mind.
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Well, the is true. But it does show a lack of attention to detail (apologies as you almost did it, I have done it too, I think we all have either almost or actually done it).
But yes a popup alert would be a good reminder (not specific to Monzo, works in any industry).
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Oh for sure, and I totally agree about the optics of it - (nothing says “we care” more than a ‘Dear [INSERT NAME HERE]’ letter when you’re trying to get a complaint sorted…)
Though I just want to clarify my points more about the “template” responses rather than attention to detail side as I agree on that front.
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[insert comment]
Joking of course 
. Templated responses are normal, why waste time typing the same thing over and over. Especially when people are quick to twist things and take them out of context.
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I agree.
Templates = yes
not filling them out = no
ignoring the data you already have = no
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Barclays app periodically downgrades to a less secure non-biometric login in the name of security, is dog slow, and has way too many repetitive ads within the app.
Nationwide app is snappy, simple, functional. There are no surprises there. Will there be an advert instead of my account balance? Will it force me to type a pin instead of fingerprint? Etc.
Sometimes less is more. Nationwide app is polished.
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TomBlom, then-CEO saying something on the record is as good as published can get.
Monzo can’t go into any more detail, otherwise they’d find themselves on the wrong side of the law. We just have to accept what they say.
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This is supposed to be good news and a celebration!
Can’t we just congratulate Monzo as I’m sure the team are thrilled to win this award? Instead all they see is very little praise and just lots of criticism and bickering 
It’s the first year they’ve been included in these awards and they’ve come out top. It doesn’t get much better than that.
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I agree Barclays app has its issues, some of which you mention, and Nationwide’s app is fairly simple and easy to use. However, I’d much rather have functionality over something overly basic.
It’s still not possible to pay a new person with Nationwide’s app without the card and the card reader; there is no way to chat to anyone at the bank from within the app; managing the credit card is extremely basic with no pending payments or card management features; etc. I could go on, but the point is Nationwide has a huge amount to catch up on functionality wise before it even starts touching Barclays, never mind the challenger banks.
That’s not to say I don’t like Nationwide. I use them and find their service better than Barclays (most of the time).
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Let me be really clear about the point I was making:
- If an MSE poll is publicised on here, then it can influence Monzo’s numbers positively.
- If an MSE poll is publicised somewhere where there is an anti-Monzo agenda then it can affect Monzo’s numbers negatively.
If you think about it, there’s as much criticism of this community in my response as (what I assumed was) the fictitious “Anti-Monzo Militia” in my counter example.
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My biggest bug bear with this app as I never carry the card or card reader with me.
It is the same for their online banking process as well though, for a new payee.
So much easier in Monzo!!
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I had to use a card reader to login to my Barclaycard app recently. They’d never sent me a card reader!
Thankfully a very old Natwest one appeared to do the job!
I find the process of using a card reader frustrating, but if that’s their version of SCA I’ll accept it. Expecting me to use it when they’ve never sent me one is just daft tho.
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That’s surprising, I’ve never had to use a card reader for Barclaycard (nor have they ever sent one to me). That said, I have noticed the Barclaycard logo on the newer Barclays PINsentry readers, which I presume is related.
According to the Barclaycard website, it is one way to verify in addition to text message and via mobile app, required for SCA. They certainly have kept that quiet though.
Edit: More details here.
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So you don’t trust the former CEO but you do trust liars on a fb group?
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I switched from Santander which has an awful app (resetting the transaction when I swap apps to get account details is a major gripe)
I’ve loved Monzo so far it helps me manage my finances much more. I think the common major complaint I see about Monzo from people outside of this forum is the account closures. And speaking from someone on the other end of the transaction (when it got returned to source) this is not a Monzo only problem.
My experience has been stellar so far so touch wood it stays that way
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Surprised me too! I hadn’t had to do it before, but was installing the app on a new device so had to go through about 300 steps to get logged in.
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Could the group been made up of the 5% and not liars?
Not when they are all proclaiming their innocence without money back. The 5% get it back.
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