I was in France on Saturday. Expecting to pop about €60 fuel in car: over €100 in our account
Carrefour, of course, tried to preload €150 to let me start filling. It didn’t tell me that was what it was doing (my bad for not intuitively knowing it would try to pre-load such an amount!)
Naturally the machine abandoned the transaction (see clip) and I used a Nationwide account we have (see clip!)
How can I get Monzo to release MY money now. Carrefour are not going to try to take it (evidence above!)
In this instance, going to the transaction & clicking something wrong is the best route, instead of going direct to support. As it provides context to the CS team
Monzo don’t offer instant responses, you’ll get a reply when CS is available. Don’t worry, have a chill, and just provide the info which they’ll ask for to prove it’s been declined etc. Or, they may, as has been the case a lot recently, tell you to wait till it’s automatically reversed.
Well, that’s how banks work. If you were with another bank, it would withhold that money from your available balance & then it’ll be released back into your balance. The difference here being that you don’t have the two balance amounts with Monzo.
So, in theory, they’re within their right to not give you the money until it automatically reverts after 14 days.
Just hold tight, and see what happens. Blame the petrol station, or yourself, not Monzo.
To be fair, it you’d used an old bank - Lloyds, NatWest, etc - you’d still be in a situation where the money would have been ringfenced off. The only think Monzo are doing differently is increasing the visibility of what is happening to your money.
But also, to add. I’m confused. If you didn’t have the money, and it got declined - what money has Monzo ring fenced? Because if you didn’t have €150, Monzo couldn’t have ring fenced it, and if you did have it, it would have gone through.
I understand your point, but again it’s not uncommon here in the UK for people to be charged £99 up front and the difference refunded. Completely merchant dependant.
We don’t offer a live chat service, just a chat service, and someone will respond once they’ve picked up your message.
If you could add the receipt and explanation to the chat it may speed up the process once it has been picked up
Did the pump decline the transaction or did you see the €150 and opt not to fill the car?
Usually when pumps pre-auth that sort of amount it’s adjusted within minutes if not seconds of completing the fill up. It seems like by the transaction being cancelled however, it’s taking a bit longer.
I had about £100 in the account….remember I planned to pop about £60 in
Too little for the €150 that Carrefour apparently wanted, so they abandoned the transaction. & no, I didn’t see it ask for €150, otherwise I wouldn’t have entered my PIN!!
However….the account still shows it (I guess in case Carrefour changed their mind even through THEY ABANDONED IT!!)…so my account now says £0
I’m sure it will sort itself out. Someone replied after 2 hours. Maybe they will sort it faster than 14 days
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Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
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That’s the problem. It’s not chat service, it’s a message service.
Don’t worry, have a chill, and just provide the info which they’ll ask for to prove it’s been declined etc. Or, they may, as has been the case a lot recently, tell you to wait till it’s automatically reversed.
