Ah I see. To be fair to them (and because some of it might have been me) there were two messages. And it’s the second one which started to cause confusion.
The initial message was “you can re-join us after 12 months” and this was a consistant message. Right up until it suddenly wasn’t. At that point the message was very inconsistent.
On twitter it’s been “we may let you re-join, keep an eye on our socials” but if you ask them via chat etc (on twitter) the answer was very changeable. “Hopefully soon/By Early Feb/Might be later/We don’t know”
My thesis is it’s a tech limitation and hasn’t been prioritised for other things. And that at some point they’ll do it and then people can come back. I’d be very surprised if no one could ever re-join a bank ever, because at some point you’ll run out of organic and new customers.
EDIT: Sorry this is all about Chase and it’s the Monzo thread, can someone move it?
Urgh, Customer support is one of the main reasons I left Monzo and stay away, though the app is great.
It’s so bad! People complain loads about legacy banks but honestly the HSBC support is an absolute world apart from them. Actual live chat, issues resolved on first contact and sorted.
Monzo really need to do first contact resolution and hand off less. Do better Monzo!
What was interesting about that was the fact the first agent was like (Oh I can help, lemme clear you from the systems) while the second agent (probably) did the right thing - “nah mate, once you’re gone, you’re gone”. (Tone may have changed)
I think we’re back in closed and never able to come back world for now, that’s a shame as people may have many reasons to close an account vs leaving it dormant. At least it’s clear though, close it and don’t expect to get back in.
I think, like Chase, they just don’t have the facility to remove your deets from the system and some engineer somewhere would have to manually do it. And building such a system for customer operations isn’t a priority.
Starling can’t release your phone number anymore either (they used to when they very first launched but was a manual process) or reopen an account. That’s how I was allowed back once, and won’t be again.
Folks get around the Monzo issue by just using a new mobile number.
All the neo banks when they were babies, would happily go in and manually do things for you, which is what starling did for me after the first time I closed it.
But none of them seemingly built an automated process for it, and having grown, aren’t prepared to go that above and beyond anymore. and Starling are apparently no different.
