Have to say I disagree with that. There’s always a number you can call to actually discuss it. Try calling Monzo’s. They have a load of robots telling you to message in-app. I think most traditional banks also have chat services which work fairly well and are easy to get to. They’ve elevated.
4 Likes
Careful! Or you’ll get abusive PMs too!
6 Likes
Signing up to a banks community forum surely makes eceryone a “fanboy” doesnt it?
Feedback and complaints can be given through support in app if you don’t like it on here. In fact from reading on here it seems like they’re even logged without people asking
3 Likes
Come on fella, you know full well that’s not the case. I messaged you off the group because you were clearly quite disruptive to someone in the forum looking for advice (and not just me, I went back through your posts and it’s common across most feedback posts). You then started getting heated and I retaliated.
I guess it’s because as others have pointed out (and not just on this post, I trawled back through a few), if people want to start discussions in this forum, it’s the same people that jump in and very quickly make the place toxic.
Interestingly you, the guy above and a couple others do more to damage Monzo’s reputation than you think you help it, because this is the first point of customer to customer interaction for people and you show there are some not very nice users ready to defend Monzo over any criticism.
5 Likes
This is a perfect summarisation.
When dealing with fraud, you will naturally be in a place where speaking to someone is your only priority. Clicking through a map of options to get to support will frustrate you and add further time to getting support.
3 Likes
Why did you delete the last one? Realise you’d gone too far?
For the record, and if you’ve looked through my posts, and I said it in this thread too, I completely agree that support isn’t good enough. Hiding the chat, making you have to enter the right phrase isn’t good enough.
But your complaint was the questions being asked first, which I don’t agree with and think it’s perfectly sensible from Monzo.
I agree with others that what you wanted help for isn’t relevant, so I can’t try and see what questions you might have got to see if I agree or whatever, and if it was something trivial that you could have solved, then Monzo are there to support you regardless.
Aside from FD, if you phone any big company, you’ll get “press 1 for this”, to direct you to the right person/place.
But from a logic point of view, if you just could open a box and say “I need help” (which many will) then it engages someone, who will then have to pass you around (they’ll probably do this anyway) but if they can direct you from say help > card problem > atm swallowed it or something, then you get the card team or help > no money > partner took my card > can’t pay bills > vulnerable team etc etc.
This will speed it up for everyone.
I am a Monzo fan. I’m not a fanboy. I just call a spade a spade.
3 Likes
Everyone thinks they are better than the average driver. Which is of course impossible.
I think it’s a similar thing with answering-automatic-questions-before-chatting; everyone thinks the questions don’t cover their issue and just want to speak to an agent.
Who’s right? It’s impossible to tell unless the bank (or whatever organisation is involved) were to keep some statistics after every live call/chat. Was the customer’s question fully answerable via existing FAQs? Could the robot 100% direct them to the right answer had they persisted with the questioning? It would be interesting to know.
I’ve only had to use Monzo support once, and I don’t even remember what that was about (so can’t have been important). But I do use support with various companies and providers for technical issues, and being a power user myself, I have been especially frustrated e.g. with broadband providers’ 1st line support asking me to do all the stupid things that I know won’t fix my problem. Eventually I learned how to ask to be passed directly on to BT’s 2nd line support, and that helped cut down my frustration and time spent on the phone massively.
Banking issues may not be in the same league, but generally I think it inspires more confidence if one can speak to a human, even if to hear a simple solution that could be thought of or searched and found online, rather than be frustrated unable to find the ‘contact agent’ button when one really needs it, even if it means the company spending some more money on support staff (so yes, I do agree that it is very much related to money).
1 Like
I’d imagine it would be easy for Monzo to work out the statistics of customers who use self–help and don’t go onto call customer support, and which calls into customer support are already answered in self–help.
1 Like
This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.