I’m not going to divulge information on a forum.
I was expressing that I was unhappy with the level of service, justifying why I needed help on here isn’t relevant.
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Nobody said that you cant complain at the level of service, you do that to monzo directly:
We don’t want to know fine details of your financial situation, nobody asked.
You can generalise your query, as you have done your complaint, and then allow someone who’s potentially been in the same situation to help you out as you’re not happy with monzo helping other people too.
I can see where this topic will land up, so I’ll wish you good day. 
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Someone literally asked me above.
Strangely, not my intention. I was trying to flag an experience I had today, and a lot of people are clearly a bit hurt by it.
Cult-like brands scare me.
Absolutely.
But like I said why would I share the issue on an internet forum? What would come of me doing that other than for some over-zealous fan saying to use the app?
I’m just feeding back as per a forum allows. I didn’t say nobody could challenge it, but it just got way too emotional and heated in here like you stated.
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They spoke to support, the issue was having to answer some multiple choice questions first 
I think those questions are different to searching self help as I went through them recently. Can’t remember fully though.
Anyway, thanks for the flag whoever did it 
I get very few so it makes me feel special.
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Sorry I’m not familiar with the forum I haven’t been on in a few years so didn’t know the different categories to post [edit: not posted a topic sorry]
This was a pretty significant issue. I was trying to understand why the service had gone downhill, which would have started the discussion to see whether Monzo was still right for me.
Instead I got quite a lot of very invested users getting a bit upset. Not sure what you mean about a representation of myself, it’s an anonymous forum.
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I work in fintech, perhaps I’m a little more clued up on these points than most. Starling for example will be in profit in June, Monzo I can imagine won’t be. Their redundancy figures are public, as are their losses. It’s not nonsense is it.
I could do both things within the app, I’m not contacting them for that.
Shutting down discussions like feels a bit strange to me.
This was mainly due to bounce back loans, I wouldn’t class that as business as usual profitability.
Their movement into mortgages through their acquired businesses and banking as a service infrastructure will see them quadruple that.
Very strange indeed. People who defend brands to the death are fascinating.
This was a great thread with a box of popcorn…
The summary is that the OP would like to be able to get through to a live chat agent straight away rather than after looking through self serve.
In an emergency where it genuinely can’t be sorted by self help then yes I sort of agree but if you do that everyone will just go straight to chat.
It’s standard practice to direct customers to self help for a lot of organisations. Monzo are not all that different here
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Having a different opinion != defending brands to the death.
I think we’re done
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I did not expect this level of emotion from a post.
True but in an emergency you don’t want to be clicking ‘no not that, no not that’, you want to speak to someone.
Most other banks and neos have this, so why have Monzo moved away from it?
Do they though? On most banks I’ve been with yes you do have a chat button but it almost always try’s to force you down self serve first.
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Chase and Starling both have a chat function without FAQ route, coincidently I checked this evening after this incident.
I’ve not needed to contact Monzo in some time so I was quite taken back by how tricky it was.
I don’t think anyone was after names and dates, but is there really no abridged version you can offer up, if even broad brush?
I accept that everyone’s view of what constitutes very urgent differs wildly, but you have offered nothing to go on beyond that you viewed it as emergent
I don’t use either but in my experience with others even if you go to the chat button it still tries to offer self serve.
I will concede that one of the reasons I don’t bank with Monzo is the Chat. With FD you get through to a human reasonably quickly (and the self serve is pretty good too!) and an answer as quick.
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I mean what you mean. In that the flow will be self serve heavy but you can still get through if it can’t help. I used to work for a major call centre (two actually) and I can guarantee they were not the only ones heavily investing into self serve. Bums on seats costs money.
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That’s true, and it is super infuriating
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