I get Monzo are on their path to not bleeding cash, but come on - trying to get to talk to a human being is behind so many layers of questions and pointlessness.
In an emergency this just doesn’t sit right with me.
Come on Monzo, don’t give people a reason to start thinking of moving.
The questions has nothing to do with cash. In theory it should get you to the right person faster. It also jumps you up the queue if it’s an emergency vs someone asking something obvious.
Paying less live agents by trying to stop so many people starting chats = saving money.
It has everything to do with cash.
How do you know there’s less agents?
Hiding chat is cash related. Questions are not.
When they cut 8% of their workforce probably did it.
For a bank, pushing people to FAQs instead of being able to speak to someone is very traditional bank thinking.
Even Starling have a direct chat button. Monzo are losing their way trying to not haemorrhage money.
People self serving is the modern way.
Monzo let you do both. Answering questions before you talk to someone improves things for everyone.
Ahhh the classic “fanboy” response because I didn’t agree with everything you said.
Hey There
Im sorry if you feel its harder to talk to us when you need to especially if its an emergency.
When using the “Help?” section on the bottom right you can find probably 90% of your answers through a self help article which is why some people dont have the “Chat with us” as visible as others.
If you do ever need to chat with us you can always type “Contacting Support” and proceed that way.
Or give us a call.
I think there are also already a number of articles that cover this topic.
I think my comment was because your profile suggests you jump in to defend Monzo when anyone has anything slightly critical to say, even when constructive.
It’s a brand and a bank, not a mate of yours - and customers are free to express when things aren’t quite right.
I criticise Monzo when I think they deserve it.
Hiding the chat is bad.
Asking you a few simple questions that takes seconds isn’t bad.
I hope that opinion is okay with you.
In my experience (Nationwide, Santander) getting to speak to someone is easier at traditional banks than Monzo. So I’d say it’s more very neo bank to push people to FAQs.
Impassioned posting aside, I don’t think there’s any great disagreement that the chat could/should be more accessible, and that the standard of response is highly variable at best.
It’s a shame because it lets down an otherwise excellent product. It really is time for someone senior at Monzo to get a grip.
Starling, Revolut and Chase seem to do it pretty well though (I appreciate Chase isnt neo bank in the traditional sense).
Not sure why Monzo have taken this poor approach.
Totally agree.
Monzo for me are ahead of competitors but I have a feeling that chasing the black out of the red means is killing what made them unique.
They’re really busy I believe. Took me 9/10 days to get a response to my query 
I’ve been using them as my main bank for a few years now and I’m starting to think it’s time to move. Hell, I was even on the Beta.
But yeah have to say I agree.
Under Tom Bloomfield it was a better product because he literally had no clue how to make money. Under the new leadership, making profit is killing what made it good.
Monzo now from a banking perspective is the best it’s ever been.
I think someone in senior management probably did get a grip, when support was really good and also really expensive. Someone with a nice presentation slide about unit economics and some stock phrases about ‘difficult decisions’. That’s how I reckon it ended up where it is now, and I don’t reckon it will change
Wrong.
Your 8% assumption was through the pandemic, not today, with a constant drive in recruitment and investment in colleagues frontline and specialized areas.
When the masses of new customers come through at 100k a month, keeping staff levels for demand is tricky and many £ has been spent in self help material and guides to help the majority who don’t need human intervention.
You’ve not told us what the problem was yet? Does it need human intervention or, in most cases as shown here and being ex staff, customers can be lazy and refuse to help themselves or even bother looking, and reach for a human instead because it’s "easier’ and I wholly disagree it should be easy to contact a human (but also not as trivial as some make out, as it’s never been a problem for me to find what I need etc).
So. What did you need them for so badly you’re unhappy for the delay in service?
The existence of help articles definitely don’t influence whether you can see the “Chat with us” appearing.
Perhaps some poor words on my behalf, I was just trying to include those who may still get the option appearing at the bottom of their screen like I do sometimes as opposed to others.