Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
23
Maybe some people can, there’s no chat at the bottom of my transactions.
There’s a ‘Something wrong? Get help’ which isn’t the same thing. As an example, I bought something yesterday in store and returned it today for a refund. I have a receipt for the refund, but nothing in the transaction feed. So if I go to ‘Something wrong’ I end up with two options
I don’t want to dispute the transaction, and I don’t think it’s fraudulent. But there’s no other option. So now I need to remember exactly which word I have to search for to speak to someone.
Personally, I think that’s inadequate, and expect more from a bank. People could be worried that the refund hasn’t appeared and feel the need to urgently contact the bank, only to find that the bank has put obstacles in the way.
Which states that if you haven’t received it within 14 days you need to use the dispute option
3 Likes
Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
25
Yes. I was replying to @Ordog who said there was a chat button at the bottom of every transaction. There isn’t (for me, anyway), only a way to dispute, or report as fraudulent.
I was using the above as an example of why a chat button there might be useful.
Working in a bank, I ask every customer simple things and I get the same responses.
“Did you know you can make payments in the app?”
Yes but I wanted to call instead…
“Did you know you can set this up in the app or online banking?”
Yes but I wanted to call instead.
“You can update your contact details, address and payment information in the app.”
Yes I know but I wanted to call instead.
People absolutely refuse to help themselves, so I personally feel yes, customers should be looking to help themselves as in most instances it is possible to do so, they just don’t want to.
Working in frontline services for many years, and sometimes being driven out by technology, customers need to start being self sufficient.
I prefer self serve at Tesco seem to blitz through it so much quicker than old Betty 46 years in service trying to make a conversation whilst I purchase my basics for the week.
But it just baffles me, I could understand if there are vulnerabilities preventing these people from doing so (which I also deal with) but it’s mostly a choice.
I’m the same as Anarchist and only get the option for dispute and report fraud.
The first thing I did was click the transaction and expected to start a chat from it that would have provided all the details as you describe but there wasn’t any.
As I mentioned above if someone people see this option it must be another part of the app where some users get one thing and others get something else.
I don’t think the inconsistency in user experience is defensible.
I’m on the record as saying that removing the chat button was a bad decision. You don’t deal with crowds outside your branch by taking down your signage and directing those who can find the instructions to the back door.
But an inconsistent experience between users is even worse:
If it’s an experiment it’s been going on too long. And, in my view, it’s unethical to experiment with supporting customers, some of whom would be vulnerable. (I don’t think it’s an experiment).
If it’s an algorithm, again I’d suggest it’s unethical. Having a routine determine which customers should be more entitled to easy help (or who are more likely to make contact and must therefore be put off) is, in my view, indefensible.
If it’s a bug, it’s well overdue fixing. (I don’t think it’s a bug).
I can sympathize with executives who are dealing with overwhelmed and expensive customer service. If Monzo can’t bear the cost of effective customer service (which I understand is still several times cheaper per customer than high street banks) then something has gone terribly wrong. But I could still see the logic in it, even if I disliked it, if it were the same for all customers. It’s not, and that is terribly disappointing.
I have a memory of a Monzonaut saying that it wasn’t an experiment after that. Might have been @Rika (when she was still at Monzo) or it might have been @Dan5.
Correct. Some people still have the chat button on the help page depending on a variety of different factors including, but not limited to, vulnerable customers.
After working with customers most my life! It’s true you have to “hold their hand” with every task. From teaching how to switch a tv on (working with sky), what color shoe polish for black shoes they need ( oh, it’s the wrong black) and the list goes on. Hence why I decided to change careers for my sanity! The truth is, unless it’s in bright neon sign in front of them, they can’t see it (truth) and then frustration hits them!
Oddly enough, around a week ago, the “Chat with us” button has returned for me. I have not contacted Support for months now, so I’m not sure what’s triggered the change… unless Monzo has somehow determined me a vulnerable person
I’ve only contacted them twice: once to change my Monzo.me link, and another to chase a refund that ended up taking over a month (I did moan a bit though).
seem to blitz through it so much quicker than old Betty 46 years in service trying to make a conversation whilst I purchase my basics for the week.
Maybe it is this… 
