What are support response times like?

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Hi - I can see a few threads on this but couldn’t find much from this year.

I opened a chat request on 15th Nov 2024, which for the last 11 days has just been passed to different departments (financial health, then lending, then payments), without actually getting an answer.

My question probably was a fairly stupid one, which probably didn’t help me (monzo blocked my flex card because a regular insurance payment was flagged as suspicious, and I was asking if the payment could be made to go through from their end).

I’d be keen to hear other people’s experience - is this usual now, or is it just because my request was so low priority? I haven’t had to contact support since 2022 before this, and it was a much better experience back then.

Thanks!

2

There’s plenty of threads from this year and how it was then, will be how it is now.

Patchy!

Sometimes it’s fast, sometimes it’s slow, sometimes it’s better or worse.

Depends what you ask, depends who you get.

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Ah I must have done a bad job searching. Thanks!

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They are usually very badly named.

“I WANTED TO BUY A BOAT AND MONZO HATE ME”

Rather than

“I’ve had a bad experience with support”

11 days is completely unacceptable though. Your next message should contain “I would like to raise a complaint”

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I waited about 2 weeks for a response from a “specialist” last time I had to contact support.

Fortunately the issue wasn’t major so I didn’t care too much but not a good look either way.