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The bank can disable your account by mistake or have any number of other bugs affecting only small number of customers. With physical bank it is so much easier to make enough noise so at least they spend some time on you. With phone support they can just promise to call you later.

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My experience with message based support from challenger banks has been very good. Much better than I get from my traditional bank.

Devil's advocate: when that new market settles (app-only is the norm and not a "challenger"), will the effort/cost expended on effort be as high?

Unfortunately, it won't. So let's enjoy things while they last - when a market matures, quality always goes down the drain.

Probably not, but there's nothing stopping me from changing banks if and when that happens. In the UK there's even a system that will automatically migrate all your direct debits.

This is the opposite of my experience. Getting _anything_ sorted with a physical bank takes a long time, prone to error, needs multiple phone calls/in person visits.

The one time I had a problem with Monzo they sorted me out over chat inside the app in ~2 minutes.

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