Slightly strange that a community dedicated to the user experience, locks posts that reference the user experience.
It’s not at all strange for the reasons I said above. What is the need to continue the discussion when there is nothing that anyone can do to help so there is nothing more to say?
Your topic wasn’t about the user experience, it was asking for someone to help you. If you want to discuss the experience then that’s a totally different subject and is why threads like this are here.
Have you noticed that this one (and many others like it) haven’t been locked? See it’s not all a conspiracy 
It’s about keeping things on topic and not mixing up discussions.
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I think it’s pretty clear that a number of people are having the same issue, therefore identifying and resolving issues is clearly part of the CI purpose. So therefore best to keep it open and transparent.
You’re not making any sense and I can’t break it down any simpler than I already have, so let’s leave it here 
Does anyone know who the advocacy team are?? I’ve had a message back from Monzo but it’s being referred again confused.com LOL 
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Customer advocacy team deal with complaints
@Neil0 @Rat_au_van
Thanks for confirming, I haven’t made a complaint though maybe it’s procedure 
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If they think they havent handled it properly, or you sound a bit annoyed then the COp can refer it to them
I see, thanks
Good luck!
Did you manage to sort this out?
It’s a lot easier to claw back a double-paid bill from a company than it is a transfer to a private person. You hear so many horror stories where people have been unable to get their money back.
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Not just reportedly by customers; let’s not forget what Monzo itself said only just over a year ago:
There you have it from the horse’s mouth:
When you reach out to us for help, you should be able to get useful, delightful support within minutes.
How on earth has Monzo managed to make such a complete and utter shitshow of customer service again within a year of it all going wrong before?
Surely the solution was never to just keep growing its staffing numbers exponentially alongside its customer numbers forever? That just doesn’t seem sensible (or even possible) at the rate at which Monzo is exploding.
It seems that the whole customer service mechanism is borked and needs a massive rethink, but in the meantime, where is Monzo to explain again how it’s still obviously getting it so wrong with managing users’ expectations of “useful, delightful support within minutes”, and how it is going to fix it, hopefully for good?
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It’s happened once before and now again #historyrepeatingitself they need to sort it once and for all really especially if they want more people to switch over completely from legacy banks and/or other fintech banks. They don’t want all their customers just using them as a spending account as they actually lose money that way I believe 
I think we need some stats to make a proper assessment of the issues.
Monzo CS is like the NHS , some people raving about it and others cursing out the wait.
I guess it’s down to which department you need.
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Yes. Actual Stats.
From Monzo.
And if required they can mea culpa (again?) and let us know what they are doing to try and fix it.
Customer Service will always be a hard one to crack given the most vocal are always on the receiving end of bad customer service. Most of the time (from my experience in the industry) it is never as bad as painted because all the most visible evidence is negative.
Out of X active users, Y experience bad customer service (where first contact resolution isn’t achieved within Z hours) - that’s what I want to see from Monzo. And whilst you can pick apart ‘what is an active user’, the definition of bad customer service is a target within a CS environment that all Handlers should be aware of and be aiming to meet.
In other words, from the minute I contact Monzo with ANY issue it is resolved first time, within 2 hours (for example). There will be more complex issues but they will be fewer and will naturally take longer and multiple contacts with the customer.
Monzo must have all of these numbers, so lets see the transparency.
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I think we really need a detailed breakdown, chargebacks can take months, so that’s never resolved until then and would bring up the average,
Alot of the slowdown seems to be by escalations so I would want to see a timeframe for each major department, especially the ones that are fully in house and don’t rely on outside like chargebacks do.
In my experience the App only works well if you are using one of the in built features. The minute you go outside of those basic parameters, it fails. The issue with that is that the scope of the in built functionality does not extend wide enough to cover basic banking functions.
No It’s not, it’s based on real life experience of using the app and seeing the failure of the chat system. No need to become abusive.
I stand by it. Absolute trash comment, chat has slipped and has soured your opinion.
Perhaps you could give an example of one of these features?