Pretty simple. Anything that requires human intervention by Monzo. The app itself and it’s features work pretty well, however I’ve have first hand experience of the following:
Paying in a Cheque, not my ideal payment format. But received so payed in, took 12 weeks for Monzo to process. Took 4 weeks for them to respond to my query as to if they had received the payment. Typical Main bank clearing 3-5 days.
Debit card sent but not received - 4 weeks for a response and replacement card to be issued.
Disputed direct debit, whereby funds where taken out of my account without my permission and I did not authorise the Direct Debit to be set up. 4 weeks and counting for resolution, despite the rules of the direct debit scheme stating I’m due an immediate refund in full.
People such as Codf seem to dismiss these issues as “chat slipping”, I’m really not bothered by the quality of chat, I’m bothered by the wholesale lack of resolution and customer service. None of the above are issues I’ve ever encountered with any other bank. And it seems Monzo can’t handle the volume of issues they receive, once it goes outside of automatic functionality, it fails and fails badly.
I would also add as a footnote, the whole bank uses just one sort code, so the potential for fraud via direct debit is vast.
Mitigates, but does not negate. It’s simple maths that the variables in account sequences make it much more likely a fraudster can guess a valid account number.
I’m not sure what’s going on at the moment, but it’s really not good. More disturbing is they are quicker to delete threads on here about complaints than they are to respond to them.
Agreed. I very rarely need to speak to anyone at my bank, since I switched from Monzo to Santander I’ve never spoken to them, but it’s the comfort that they are reachable that’s important.
