The plot thickens! 
I’d love to know the criteria for this…
2 Likes
@Dan5 I appreciate that this won’t have been your decision but as a shareholder and customer I’m deeply concerned about this approach.
It appears to be effectively consigning some (the majority?) customers to second class status.
It might not matter as much if the help articles were actually useful and there was an easy way to escalate if the FAQ didn’t help but that’s not the case.
Also, if Monzo is trying to convert customers to use them as their main account… well that’s less likely if they can’t find the function…
Edit: I also think that Monzo might well be breaching the FCAs Fair Treatment Principles
6 Likes
Can confirm this one is not implemented. Up the mighty Reds
1 Like
Since people are assuming it is based on customer criteria… I’ll throw my guess out there that it’s based on help article criteria.
EG. If it’s something that you can (and should) do yourself you won’t see the button, otherwise you will 
2 Likes
Help should be available for everyone if they need it.
But not everyone needs it. That’s the key.
Monzo are not stopping anyone from talking to support, it’s there for everyone, just not as obvious for some.
2 Likes
But they aren’t making it easy either
1 Like
Do you think in the app there should be a big chat button and you can press that 24/7 and talk to someone about what you want help with?
1 Like
I don’t think your theory holds water as the favoured few can totally bypass the FAQs and go to the in-app chat so Monzo has no idea what/why they wanted to know about in advance
2 Likes
It wasn’t a trick question. I was genuinely curious.
Monzo can’t afford this level of service. Old banks so it because they always have and can’t take it away.
I think self-serve first is fine, Monzo does this but doesn’t escalate. If it doesn’t solve your issue, there’s no chat or anything. That’s what I think is the issue.
I don’t think there’s a problem with funnelling people in the first instance.
FYI, you can edit posts to add more images.
1 Like
Yeah I know 
. Felt more dramatic the way I did it 
FYI the last one was Starling
4 Likes
Are we talking about the same thing here? Lots of customers don’t have a “chat with us” option in the help screen. That’s before monzo have any clue about what the issue is or why you want to contact them.
4 Likes
Yes, I didn’t mention a potential breach of the Equality Act 2010 but I can see how that might apply as well - especially as Monzo’s telephone number also cuts many customers off (according to posts here)
you should submit a formal complaint to Monzo and let us know the answer, if you think they are breaching FCA rules and anti discrimination law , should be easily rectified before getting to the ombudsman or court.
7 Likes
Showing the phone number like in your example I agree with. Showing the chat button so prominently, I don’t agree with.
People are lazy (myself included sometimes) so will go for the easiest route clogging up chat for those who really need it. If they had to dial a number and put a bit of effort in, that’s enough friction to make them think twice about asking Monzo for an update on a feature or want to seek resolving the matter themselves.
More often that not (as already stated by Monzo), they can answer their own questions with a quick search and they learn something in the process too. It’s tough love but everyone benefits.
2 Likes
Except for the people who like to talk to a real person
That’s the one bit you pick out of all that? 
2 Likes
Not really surprising is it?
You can talk to a person, but people should put in some effort first.
2 Likes