Monzo - Poor customer service.

peteuk

I complained to Monzo about text they were sending me and the level of customer service (Basically I was told by Customer Service to ignore all tesxts from them) 

I waited the 8 weeks and heard nothing, After talking to a complaints manager I was told I would get the outcome of the complaint by Tuesday ( 20 Aug) - I recieved an email on Monday 19 Aug with the outcome letter - an apology and £150.  

In discussion the complaints manger said he didnt want me to take them to the FCA because it costs them £750.  I emailed them on the Monday as they asked for details of a bank account to pay the funds in.  If using my Monzo it would be instant, if using a different account then it may take 3 -4 days to arrive into the account

My email had directions on what to do... 

Since then I have called Monzo Customer services and used their text chat and Ive heard nothing.  I have asked for complaints to call me, but nothing yet.

Any suggestions. I just now want the money, so dont want to go tot he FCA. 

Mark_d

You don't want to go to the FCA, to protect Monzo from a £750 fine?  Maybe let them keep the £150 too.

lookbook

Start a new complaint about the £150 owed from old complaint. 

peteuk

Mark_d said:

You don't want to go to the FCA, to protect Monzo from a £750 fine?  Maybe let them keep the £150 too.

No I dont want to waste the FCA’s time.  Im happy with the outcome, but they are so poor, Im guessing overworked that the time scale is ridiculous. 

WillPS

peteuk said:

Mark_d said:

You don't want to go to the FCA, to protect Monzo from a £750 fine?  Maybe let them keep the £150 too.

No I dont want to waste the FCA’s time.  Im happy with the outcome, but they are so poor, Im guessing overworked that the time scale is ridiculous. 

The outcome is that they promised but fail to deliver £150. 

You can continue chasing your tail, or you can escalate the case to the ombudsman service who will (eventually) have absolutely no trouble concluding that you should be paid, and will have a record of the terrible service you've received which is a good thing from an oversight perspective. It'll probably be the easiest upheld case the case handler looks at that day!