What is happening with Customer Service!?

This is my current Customer Service experience:

How long is a moment?

For me this isn’t a good customer experience.

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I’ve just had a chat that started and concluded in under an hour.

It all seems a bit hit or miss unfortunately.

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This is becoming more and more frequent. I’ve had the same experiences…

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This is the problem with the current product and rapid expansion ideas though isn’t it?
Some customers get a great experience and then some are left with a sour taste in their mouths.

It’s not a consistent experience and that’s the problem.

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Hmm. That isn’t amazing, I would imagine that @cookywook or @BethS would be interested in seeing this, and feeding back to the teams.

I’m really sorry about that @CaptJamesMorgan :pensive:

I’m not online until 3pm but if you DM me your email I can take a look at what’s happened here.

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Thanks. Will send you a DM shortly.

Seems Monzo customer service has fallen to pieces completely. They’ve brought out the Plus features but don’t seem equipped in support to be able to handle the increase in questions and service requests.

Disappointing really as up until now I’ve never had a bad experience with Monzo.

Looks like their NPS will fall from the sky like a meteor hitting earth.

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Just to add context to my previous post, I’ve had a case opened 3 days ago where it takes them 1 day per reply and I haven’t had a single piece of useful information in any of my interactions. In 3 days I’ve been passed between 6 people.

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but its ok guys, they’re moving into America :smiley:

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It was mentioned in a previous thread that there’s two things effectively going on. They have the actual queue which is long dealt with by the normal staff and they’re effectively unable to cope. And they have temporary day staff who’s job is to take tickets as they come in, this is why some people are seeing their tickets handled quickly, while others are going days without resolution.

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Really? Since when? I’ve not seen temp staff recruited for about a year

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It was mentioned in a previous thread.

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Thanks, missed that bit of the reply

Ffs! Just spent a minute looking for that, copied the message, came back to post it and be really helpful, and here you are, beating me to it :joy::joy::joy:

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I could pretend I have temporary amnesia if that helps?

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I’ve found that a non-urgent enquiry will be handled by 3-4 COps over a day or two, with 2-4 hours before initial contact. so better than 2-4 working days by email, but worse than being able to pop into branch.

Eh?

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They’ve now sunk to a new low. I’ve been in a support chat with them for almost a week now, getting nowhere from their replies every 24 hours and as my query was related to Monzo Plus and the travel insurance, they’ve ended up cancelling off everything without my clear instructions to do so and now I can’t get it back.

Seems they have some deep rooted issues going on as nobody on support has the authority to actually do anything. They just send canned responses of “we’re really sorry but there’s nothing we can do” despite it being their own error.

I’m no longer going to be the one shouting about Monzo from the rooftops, customer service was the thing setting them apart and customer care. Seems they don’t have either anymore.

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Essentially it seems that Monzo have struggled to hire/scale their cops team/systems to meet the rapidly growing level of customers which is a shame as back in the PP days, customer service was one of Monzo’s best features.

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