We're adding two new fees, which only affect a minority of customers

[SebH]

@N26throwaway

little intimidating, which will block them from accessing any help.

I hope this is something Monzo will address with their move to self help, as I feel it’s one of the things that would better benefit from that approach. It might be much easier for some people to click a few buttons or type some text into a form than to open up to a stranger at your bank.

I hope they handle this with the level of care, thought, and attention to detail that this needs so as not to leave anyone excluded.

I have been thinking about this too since yesterday!

One way I think this could help is that is would make the process for supporting customers who are financially vulnerable a bit clearer. The way I imagine it working would be that you could have a help article for vulnerable customers outlining the sort of support that is available to them. This could include a link to a form which would have some questions to help the customer self-identity as vulnerable, but also a free form text box to allow them to describe their situation in detail. Submitting the form would send it straight to the vulnerable customer team to assess the customer’s needs, giving them the peace of mind that specialists were dealing with it and eliminating the need to get in contact via standard chat.

The customer would see a message to this effect, telling them that the vulnerable customer team would assess their situation and get back to them soon via an app notification. This notification would lead straight to a message outlining what support was being put in place for that customer, and replying to this particular chat message would go straight back to the vulnerable customer team and not the general chat ops pool?

Even better if you could assign them a named contact in the vulnerable customer team to deal with.

Thanks to @jackcully for getting back this morning with a look at some of these concerns. It’s great to see Monzo engaging with users.

PS: I’m a vegetarian, but I’m sure some users will appreciate the tip on pizza! You are right that the garlic bread makes it.

Edit: reading the rest of the posts above, I think this could work well with the help articles relevant to vulnerability all having a link to the form?