You don’t need to verify anything, just follow the steps. Monzo are not going to do any of those extra steps because they are not required if you’re using the app.
If you’re using a translate function here, do that in the app too. Just copy and paste.
That’s understandable Any money that has been taken fraudulently you will be reimbursed for.
It just takes time for them to check everything out. Sometimes they need to wait and hear from the bank the money was sent to as well so it could be out of their hands for a little while.
That being said, Monzo could do better at explaining the process and managing expectations.
tbutz
(🏳️🌈 Producer of "low value commentary")
13
Was it money received in error or a transfer out that is in error, though?
Possibly. Not having the funds to make a payment hasn’t happened to me so I’m not 100% on how it occurs. Does it show the total requested (in red, £204.42) to be taken and takes what is available (£179.46, so £24.96 still owed), or does it take what’s available and then show what is still outstanding (so £383.88 requested but only £179.46 available, so £204.42 outstanding)?
If it is really 2 payments then I’d be suspicious that one of them was exactly enough to empty the account so the second one wouldn’t go through?
In the future contacting British Gas should be your first port of call, not Monzo (or any bank). They were obviously under the impression that you owed this money and if it was a mistake, they need to refund it.
Monzo always advise that you try and resolve the matter with the merchant first and foremost. This is always far quicker too because it can take months and months going through a bank.
Rosangela
(Rosangela dos Santos Lemos Ventura )
23
Thank you all for your support and strength, I felt heard
3 Likes
Rosangela
(Rosangela dos Santos Lemos Ventura )
24
Ok, thanks for the advice, I didn’t know what to do, I was out of control