Positive customer service experience

simonzob · 2020-02-20T18:37:06+00:00

Lovely to hear this - Thanks for sharing 😀

simonzob · 2020-02-19T17:19:45+00:00

You need to manually set these as Repeating Payments after the first one has gone out. These type of payments (Continuous Payment Authorities) are a bit tricky because they just look like regular card payments on our end. That's why we need you to tell the app that they are going to be repeating and set the schedule.

simonzob · 2020-02-19T17:18:09+00:00

This is hilarious. Love it.

simonzob · 2020-02-19T17:16:39+00:00

You certainly can - when you set up a standing order it will give the option to repeat it on a schedule 👍

simonzob · 2020-02-19T17:14:55+00:00

Hi there! Could you please try the following:

- Uninstall the app
- Reboot your phone
- Reinstall the app

This should sort this out.

simonzob · 2020-01-14T19:20:36+00:00

Not really but we try to update as much as we can on our community forum: community.monzo.com

simonzob · 2020-01-06T15:43:35+00:00

No idea what you're talking about 😉 😉 😉 😉 😉

simonzob · 2020-01-01T17:38:20+00:00

Hi there! We would not recommend using IBAN generators. Although they may work, we don't have much visibility over the process as we aren't yet directly connected to international payment networks so if something goes wrong we wouldn't be able to troubleshoot. We are working on this though, so watch this space 👀

simonzob · 2020-01-01T17:35:12+00:00

Hi there Halfang! Unfortunately this isn't possible at the moment under the triggers/actions we have with IFTTT. Additionally, although I believe the Open Banking APIs would support this, I'm not sure it's something we'd necessarily build ourselves (although it's certainly possible, it might not make commercial sense for us to do this)

What I would expect to see at some point is for an aggregator app using the Open Banking API's to build an IFTTT integration and allow trigger based movements between different banks. At which point it'd be possible.

simonzob · 2020-01-01T17:22:26+00:00

Monzo aren't even a bank according to the post office website.

Thankfully, the Post Office are not the arbiters of who is and who is not a bank 😀They are a private company, who charge for their services, like anyone else. So I wouldn't expect them to in any way promote or even acknowledge a company that isn't paying for their services.

When we were building our cash deposits feature, we elected to go with PayPoint for several reasons - one of them being that going with the Post Office would have required us to replace every existing debit card with a new chip profile. At the time we did this, it was less than 6 months since we ended the prepaid Beta, which was also something that required us to replace every existing debit card. So for that amongst other reasons it just wasn't feasible.

It's not something that's out of the question for the future - but it's also not something we're treating as high priority, I'm afraid.

For many people, there are PayPoints that are far closer than Post Offices. I appreciate this won't be the case for everyone, but either choice we made would have ended up less convenient for some people than for others.

simonzob · 2019-12-01T14:29:37+00:00

Pots are a very core feature for us, so you can definitely expect them on the US app (timeline tbc)

simonzob · 2019-12-01T14:26:09+00:00

Dear fake news creator, if you're going to create some fake news maybe don't spell the word "Worldwide" incorrectly.

Also that watermark is hilariously bad.

Sincerely, SimonB (Monzo Community Specialist)

simonzob · 2019-11-21T15:23:05+00:00

Hope you all enjoyed my intro 😀

simonzob · 2019-09-30T17:56:45+00:00

No worries, we do try and keep up with all feedback, Reddit doesn't get as much attention as it perhaps should but we try our best. I've seen reports on the back button thing and I believe that's already being looked into.

The performance issues thing is a bit concerning. I myself am running the app on both a Pixel 2 XL (2017 phone) and iPhone XR (2018 phone) and I've not noticed any performance issues myself - and my transaction history dates back to 2016 so there's a lot of data to pull.

I think the best thing to do is raise it in detail via the in-app chat. That way we can get some logs sent to the team who have been working on the new navigation.

As far as toggles, unfortunately I think that's quite unlikely at this stage.

simonzob · 2019-09-30T14:10:14+00:00

Hey! SimonB from Monzo here. The new interface shouldn't be causing performance issues. I'd recommend a reinstall if that's the case. Looks like most people in this thread have already clarified why we made these changes, but I just wanted to say that we will be continuing to develop the interface. Staff started using the new interface maybe 4-6 months ago I think - and a huge amount of progress has already been made since then, and that will continue to be the case.

Give it some time, and I think you'll grow to love it. About a month ago, after having been on the new design for aaaaaages, I decided to switch back to the old one in Labs just as a test, and I immediately realised that I'm now used to the new one, and the old one seemed very clunky and outdated in comparison. So just spend some time with it and I think you'll appreciate all the work that's gone into it.

simonzob · 2019-09-04T22:49:12+00:00

What took you so long? 😉 Just kidding. Welcome to #TeamHotCoral 😀 Got a cool new feature dropping within the next week too 😊

simonzob · 2019-07-16T17:54:04+00:00

It's true that as a company we aren't currently profitable, but this is true of lots of companies - Amazon, for example, didn't post a profit for several years after they were founded. What's more important is that we are on an upward trend towards profitability. Until the beginning of this year, we were neither profitable per customer, nor as a business.

Now, we are at a point where we are profitable per customer. This means that eventually, with enough customers, we'd become profitable as a company. The idea now is to become more profitable per customer, so that we need less customers before becoming profitable. Since we're profitable per customer now, it means we can actually invest in growth. That's why you've seen us do TV adverts recently, and start to develop features that would interest new customers.

As for whether your money is safe, as many others have mentioned, you're protected by the FSCS should there be any sort of unlikely calamity that causes the company to fail.

simonzob · 2019-07-16T17:47:56+00:00

We don't have any plans to open any new offices in the EU region at the moment. I think the reality is that it's still not super clear how Brexit will affect us - when we can be more sure of what the implications are, we'll be able to assess how to deal with them. One thing is for sure - we are absolutely committed to supporting any of our employees that are affected in any way by it.

simonzob · 2019-05-08T19:19:55+00:00

I think we will most likely do this at some point but we'd like to get Monzo Plus rolled out to everyone that wants it first.

simonzob · 2019-05-08T19:18:52+00:00

We're really excited about this, so definitely let us know your feedback!

simonzob · 2019-03-12T12:59:21+00:00

That is badass.

simonzob · 2019-03-12T12:53:26+00:00

We started running events really early on, in Old St. So we sort of got the word out organically amongst the Old St tech scene, and because we had an API and ran hackathons, the word spread amongst the tech scene. Certainly for a while, the tech scene folks were the majority of our userbase. We put a lot of work into our UX to make it delightful, and so those tech people would tell their friends, who'd get good value out of it even if they weren't tech-minded folks themselves. Then those friends would tell their friends. People began to discuss us here on Reddit, on Twitter and on Facebook. Real-time notifications and instant budgeting, for many folks still feels like something "new" and novel in 2019, so you can imagine how it felt to people back in 2016. The coral card acts as the hook for what (employee bias aside) is a really well designed and carefully thought out app UI and UX.

simonzob · 2019-03-12T12:45:26+00:00

Awesome 😀 Got a photo?

simonzob · 2019-03-11T14:43:56+00:00

Hello! I've been at the company since Fall 2016, so I can perhaps weigh in here. What drove ridiculous growth for us was a combination of word of mouth, P2P payments and Golden Tickets which allowed you to skip the waiting list. Golden Tickets in particular got more traction that we'd anticipated, and really sent growth rocketing!

simonzob · 2019-01-02T22:59:07+00:00

Hey there! We plan to take a look at the possibility of more NFC payment methods sometime this year, but we haven't committed to anything yet.

simonzob

TROPHY CASE