Just checked and guess what, I don’t have that option either. Must be another thing where some people do and some don’t. I think this was the first thing I tried.
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You can get to chat at the bottom of every transaction.
As @Dan5 mentions it then goes straight to the appropriate department and I believe it gives them all the transaction details too so they can start looking it quicker rather than asking you which one, the date, how much etc
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.
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But if you’ve searched refund you’d have found this:
Which states that if you haven’t received it within 14 days you need to use the dispute option 
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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.
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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.
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Before Christmas I needed to pick a Collect+ parcel up from the till in Tesco Express. No way I can self serve on that particular action sadly
Large queue in front of me of people, some struggling to carry everything they picked up, waiting for the same one person
A flight of self serve machines left unused by them
They were not particularly old, and not trying to buy ciggies, so appears to be some (curious to me) personal preference for a worse experience
I cannot really explain it, but the fewer people I have to interact with to get something done the better!
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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.
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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:
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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).
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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.
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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.
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I only have dispute and report fraud on my help us section just checked.
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Surely no more, but it was initially
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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.
Or I might have been dreaming again.
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.
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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!
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You are overestimating the power of a neon sign. That’s not enough for some people
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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
New criteria. You’re nagging them less now 
I’ve always had the button and I can count on the one hand how many times I’ve contacted support in the years I’ve had my account 
Maybe it is this… 
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Monzo are so needy.
Please talk to us, Matt. We miss you 
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same for me. wouldn’t be surprised if this was a factor.